The 2026 State of CX Outsourcing
How CX leaders are rethinking their outsourcing partnerships
Outsourcing is becoming deeply embedded in how organizations operate CX. Whether they scale responsibly, integrate AI effectively or drive meaningful CX transformation now depends on how intentionally they design their outsourcing strategy and the vendors they choose to partner with.
Organizations are relying on outsourcing more than ever. At the same time, AI expectations, vendor complexity and performance pressure are rising. How can senior leaders navigate these forces and deliver measurable results without increasing risk?
Drawing on insights from 400+ senior CX and operations leaders, this report analyzes what separates stable partnerships from strategic ones and outlines how to close the strategy–execution gap before performance starts to slip.
In this report you’ll learn:
- High-level results from the 2026 State of CX Outsourcing report
- How CX leaders are redefining the role of outsourcing within their organizations
- Why high satisfaction with outsourcing coexists with active vendor reconsideration
- Where AI delivers value in CX and what limits scalability
- What separates execution-focused vendors and delivery models from partners built for transformation
