New research reveals a widening gap between satisfaction and loyalty, and between AI success and real organizational change

AUSTIN, Texas — Feb. 17, 2026 — SupportNinja today released the 2026 CX Outsourcing Report, revealing that CX leaders are increasing outsourcing investments and reporting higher satisfaction with SLA execution. AI initiatives are delivering measurable results — mostly in isolated pockets. The research exposes a strategy-execution gap: outsourcing is embedded in CX operations, yet expectations have outpaced delivery models.

The data reveals a clear shift: 83% report higher satisfaction, yet 79% are considering a change. Meanwhile, 84% say AI initiatives are meeting expectations, but only 23% have fully operationalized AI across core CX workflows.

“CX leaders know that outsourcing works, but they’re questioning whether it will still work tomorrow,” said Craig Crisler, SupportNinja CEO. “Satisfaction is high because current SLA execution is steady. But most operating models and vendors simply aren’t built for CX transformation, and executing on today’s SLAs won’t modernize the operating model.”

The report is based on a U.S. survey of 422 director-level or higher CX and operations leaders who actively use outsourcing.

Outsourcing is Becoming Infrastructure

This signals that outsourcing is no longer supplemental — it’s central to CX execution. As leaders embed outsourcing deeper into operations, expectations are shifting from staffing support to strategic partnership.

AI is Delivering Value — Scaling is the Bottleneck

Although 84% of leaders say AI initiatives are meeting or exceeding expectations, scaling remains the challenge. Only 23% have fully operationalized AI across core CX workflows, signaling that integration, governance, and operating model design remain barriers.

“Outsourcing has moved from the sidelines to the center of CX execution,” said Crisler. “As AI moves deeper into workflows, organizations need strategic partners who can redesign how the work gets done. The real gap is in CX transformation. Those who close that gap will treat outsourcing as a strategic lever for modernization and scale, not a staffing solution.”

Satisfaction Doesn’t Equal Future-Readiness

While 83% report satisfaction, 79% are reconsidering vendor relationships. SLA execution is table stakes; leaders now expect modernization, workflow redesign, and strategic expertise.

Sixty percent say access to CX subject matter expertise is critical, yet only 17% report receiving strategic guidance. When transformation support is missing, leaders compensate internally or look elsewhere.

Value is More Important than Cost

Cost remains important, with 65% calling it very important. Yet only 22% say it is the primary driver. Instead, 94% prioritize value-driven partnerships.

“What stood out in this year’s data is how tightly outsourcing decisions are now tied to financial accountability,” said Jacob Moelter, SupportNinja COO and CFO. “CX leaders are being asked to protect revenue, manage risk, and improve efficiency at the same time. That’s why cost still matters, but it’s no longer the central strategy behind outsourcing. Leaders are evaluating whether their partners can integrate systems, operationalize AI responsibly, and improve workflows in ways that scale. When outsourcing becomes embedded in core operations, pricing takes a backseat to governance, transparency, and measurable outcomes.”

Crisler added: “Outsourcing now sits at the core of CX infrastructure and is mission-critical to how companies scale, integrate AI, protect revenue, and drive long-term CX transformation.”

The full report is available on the SupportNinja website for free download.

About SupportNinja

SupportNinja is a leading strategic outsourcing partner delivering AI-enabled CX solutions to help the world’s fastest-growing companies solve for scale. With its innovative Outsourcing 2.0 model, SupportNinja helps 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.

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