SupportNinja 2026 CX Outsourcing Report: CX Leaders Rethink Partners Amid Push for CX Transformation
SupportNinja today released the 2026 CX Outsourcing Report, revealing that CX leaders are increasing outsourcing investments and reporting higher satisfaction with SLA execution. AI initiatives are delivering measurable results — mostly in isolated pockets. The research exposes a strategy-execution gap: outsourcing is embedded in CX operations, yet expectations have outpaced delivery models.
SupportNinja’s ‘2025 CX Outsourcing Report’ Reveals CX Leaders Are Using AI, Outsourcing to Scale Smarter, Drive Innovation, and Adapt to Evolving Demands
SupportNinja, a leading provider of AI-enabled, agile outsourcing services, today released the “2025 CX Outsourcing Report,” a data-driven analysis of how customer experience leaders are leveraging AI and outsourcing to scale smarter, drive innovation, and adapt to evolving CX demands. This second annual report, a collaboration with CMSWire Insights, reveals key CX trends, including the accelerating role of AI, the shift from cost-driven outsourcing to value-driven partnerships, and strategic priorities shaping CX in 2025.
