Summary
This report examines the strong growth of pure play business process outsourcing (BPO) providers in the first half of 2022, with a focus on their evolving role in the experience economy. It explores how leading BPOs are leveraging advanced technologies such as artificial intelligence, robotic process automation, and natural language processing to manage complex processes and deliver digitalised services. The analysis covers the impact of recent acquisitions and mergers, highlighting how these moves are expanding service portfolios and enabling BPOs to offer comprehensive customer experience (CX) solutions across the end-to-end customer journey. The report also investigates the geographic expansion strategies of major BPOs, detailing how new sites and multilingual talent pools are helping providers serve diverse markets in Europe, Asia, Africa, and the Americas. Additionally, it addresses the growing emphasis on inclusivity and employee well-being, with examples of remote work initiatives, mental health programs, and social responsibility efforts. Key questions answered include: What are the main drivers behind BPO growth in 2022? How are BPOs using technology to transform client processes? What role do acquisitions play in shaping the competitive landscape? How are providers expanding their global footprint and supporting employee engagement? This report is essential reading for anyone seeking to understand the latest trends, strategies, and challenges shaping the BPO sector in the context of the experience economy.
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