How Leading Companies are Leveraging AI and Outsourcing to Scale CX and Drive Innovation

The New CX Playbook: Value-Driven Strategies for Sustainable Growth

Customer expectations are rising, AI is advancing at breakneck speed and economic pressures are shifting how businesses scale. The companies that win? They’re leveraging CX as a strategic weapon to drive growth, innovation and customer loyalty — and finding outsourcing partners to help them get there.

To understand how top-performing companies navigate these shifts, SupportNinja partnered with CMSWire Insights to survey 400+ senior leaders, from directors to the C-suite, all actively shaping their organizations’ outsourcing strategies.

This second annual CX Outsourcing Report doesn’t just track trends — it uncovers the real strategies leaders are using to optimize CX, integrate AI and build sustainable success.

In this report, you’ll find:

The key trends shaping outsourcing in 2025
How top businesses are balancing cost, quality and innovation
The AI-driven CX outsourcing strategies delivering real impact
What to do now to stay competitive — and get ahead
Comparisons to last year’s survey results for strategic insights

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SupportNinja was founded in 2015 to help the world’s fastest-growing companies solve for scale. By delivering agile, AI-enabled solutions, SupportNinja helps its clients free up resources, extend capacity, and accelerate growth. SupportNinja is on a mission to disrupt and redefine the outsourcing industry by standing out as a technology-forward, people-focused organization.

For more information about SupportNinja, please visit supportninja.com.

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