Enterprises Miss Revenue Growth Potential in CX Outsourcing
Event summary
- IDC survey reveals enterprises primarily outsource CX functions like customer analytics (27%) and tech support (24%), but rarely leverage partners for revenue-driving activities like sales and customer acquisition.
- TELUS Digital highlights that revenue growth ranks second among benefits from CX partnerships, behind cost savings, indicating untapped potential.
- TELUS Digital's B2B sales outsourcing capabilities helped a global fintech achieve a 47.6% conversion rate growth and $121 million in operating net revenue.
- IDC surveyed 287 enterprise buyers and decision-makers from organizations with 1,000+ employees for the research.
The big picture
The research underscores a strategic anomaly where enterprises are underutilizing CX partnerships for revenue growth, focusing instead on cost savings and support functions. This gap presents an opportunity for CX providers to expand their offerings into proactive sales and customer acquisition programs, aligning with broader industry trends toward data-driven, AI-powered customer engagement strategies. TELUS Digital's success in driving measurable revenue outcomes highlights the potential for similar outcomes across the sector.
What we're watching
- Strategic Reorientation
- How enterprises will shift CX outsourcing strategies to include revenue-driving functions beyond cost optimization.
- Performance Metrics
- Whether enterprises will reframe success metrics for CX partnerships to include revenue growth and customer acquisition.
- Market Differentiation
- The pace at which CX providers like TELUS Digital can differentiate themselves by offering end-to-end sales solutions.
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