The Changing Landscape of CX Outsourcing: Insights from the 2025 Report

Outsourcing has long been seen as a cost-saving measure for businesses looking to streamline their operations. However, a recent shift in the industry has put customer satisfaction at the forefront of outsourcing decisions. According to the 2025 CX Outsourcing Report, 84% of executives now prioritize customer satisfaction over cost reduction when choosing outsourcing partners.

This change in focus has led to a new era of value-based partnerships, where companies are looking for vendors who can provide not only cost-effective solutions but also exceptional customer service. In fact, the report reveals that AI capabilities have become non-negotiable for outsourcing vendors, with 87% of companies already using or planning to use AI in their customer experience programs.

SupportNinja CEO Craig Crisler emphasizes the importance of integrating AI into outsourcing strategies, stating that companies that embrace this technology gain a competitive edge in today’s market. As a result, outsourcing is no longer limited to basic support tasks but now includes managing the entire customer experience lifecycle.

The report also highlights the rapid development of customer success, customer support, and call center services in the outsourcing industry. Nearly all CX leaders agree that partnering with companies that offer value add-ons is essential, and 86% of executives plan to increase the role of outsourcing in scaling their businesses in 2025.

Jacob Moeler, COO and CFO of SupportNinja, notes that outsourcing has evolved beyond simple cost savings and now drives customer impact, retention, and scalability. Companies that view outsourcing as a strategic advantage are leading the way in this new era of outsourcing.

The 2025 CX Outsourcing Report by SupportNinja, in partnership with CMSWire Insights, provides valuable insights into the changing landscape of the outsourcing industry. With over 400 senior leaders surveyed, including C-suite executives and directors, the report offers a comprehensive look at how AI is shaping the future of outsourcing.

SupportNinja’s ranking in the OA500 2025 index further solidifies its position as a top outsourcing company, recognized for its commitment to customer satisfaction and innovative use of AI technology. As businesses continue to prioritize customer experience, outsourcing will play an increasingly important role in driving growth and scalability in the years to come.