Summary
The global business process outsourcing industry, on track to reach USD 330 billion by 2025, is undergoing a philosophical shift: outsourcing leaders are recognising that employee experience (EX) is now inseparable from customer experience (CX) delivery. More than 40 CX-focused BPOs, evaluated against a purpose-built framework, reveal which providers are genuinely excelling at treating employees as customers.
The shift traces back to a broader movement in corporate philosophy—captured in the Business Roundtable's statement on the purpose of a corporation, signed by 181 CEOs—that reframes shareholder value as one of several stakeholder priorities rather than the only one. For BPOs specifically, this translates into "Employee as a Customer" becoming a baseline expectation rather than a differentiator, given how directly agent engagement shapes the customer-facing outcomes clients are paying for.
The evaluation framework spans six pillars: communication, investment in technology, voice of employee, learning and development, social connection, and rewards and recognition. Each pillar is used to benchmark baseline performance across the industry before identifying and profiling the strongest performers through detailed case studies.
- Evaluates more than 40 CX BPOs against a six-pillar employee experience framework
- Covers the full talent lifecycle from hiring to retirement across the outsourcing industry
As EX becomes table stakes for CX delivery, which outsourcing providers are actually building it into how they operate day to day?
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