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Latin America Customer Experience (CX) Outsourcing Services Market Report 2021: A Superior End-to-End CX Journey Builds Loyalty and Provides Upselling Opportunities

Research and Markets
·3-min read

Dublin, March 18, 2021 (GLOBE NEWSWIRE) -- The "Latin America Customer Experience (CX) Outsourcing Services Market 2020: Frost Radar Report" report has been added to's offering.

The LATAM CXO services market was significantly hit by the pandemic in 2020.

Customer experience (CX) is becoming the primary factor impacting customer loyalty and the key differentiator deciding a business' fate. Demand for outsourced CX services is growing steadily in today's consumer-centric marketplace as customers demand more personalized, relevant, proactive, and engaging experiences. A superior end-to-end CX journey builds loyalty and provides upselling opportunities.

The negative impact was not as significant as in other economic sectors. Some positive trends were accelerated, bringing renewed business prospects. Social distancing regulations across the region did not allow consumers to visit shopping malls and physical stores, thus leaving the remote connection as the only way to engage with brands. This situation generated significant growth opportunities for many CX and BPO vendors and elevated the status of the CXSPs in the economy. Moreover, as people spent more time isolated in their homes, they yearned for human connection and reached out more often to brands to speak with human agents.

While the publisher's research on this market includes close to 100 SPs, this radar profile the 13 more significant players in terms of market reach, user adoption, growth rates, product innovation and customer experience. The analysis is based on a set of 10 criteria, as outlined below.

Growth index (GI) is a measure of a company's growth performance and track record, along with its ability to develop and execute a fully aligned growth strategy and vision; a robust growth pipeline system; and effective market, competitor, and end-user-focused sales and marketing strategies.

  • GI1: Market Share (previous 3 years)

  • GI2: Revenue Growth (previous 3 years)

  • GI3: Growth Pipeline

  • GI4: Vision and Strategy

  • GI5: Sales and Marketing

Innovation index (II) is a measure of a company's ability to develop products/services/solutions that are developed with a clear understanding of disruptive Mega Trends, are globally applicable, are able to evolve and expand to serve multiple markets, and are aligned to customers' changing needs.

Key elements of this index include:

  • II1: Innovation Scalability

  • II2: Research and Development

  • II3: Product Portfolio

  • II4: Megatrends Leverage

  • II5: Customer Alignment

Key Topics Covered:

1. Strategic Imperative and Growth Environment

  • Strategic Imperative

  • Impact of COVID-19

  • Growth Environment

2. Radar

  • Customer Experience Outsourcing Services Market in Latin America, 2020

  • Competitive Environment

  • Competitive Environment - Shifting Innovation Frontier

  • Competitive Environment - Key Growth Strategies

3. Companies to Action

  • AeC

  • Algar Tech

  • AlmavivA

  • Alorica

  • Atento

  • Comdata

  • Flex

  • Neobpo

  • OneLink BPO

  • Sitel


  • Teleperformance

  • TTEC

4. Strategic Insights

5. Next Steps: Leveraging the Radar to Empower Key Stakeholders

6. Radar Analytics

  • Benchmarking Future Growth Potential

For more information about this report visit

CONTACT: CONTACT: Laura Wood, Senior Press Manager For E.S.T Office Hours Call 1-917-300-0470 For U.S./CAN Toll Free Call 1-800-526-8630 For GMT Office Hours Call +353-1-416-8900