Amid AI shift, 79% of CX leaders consider switching outsourcing providers

New research from SupportNinja shows that customer experience leaders are reassessing what they expect from outsourcing partners as AI reshapes customer operations. While satisfaction with outsourcing providers remains high, many companies are looking beyond day-to-day execution and evaluating whether their partners can help drive long-term transformation.

The findings reveal a growing gap between operational performance and strategic value. Although 83% of CX leaders report higher satisfaction with their current providers, 79% are considering a change. The report also found that AI adoption is advancing, but only 23% of respondents have fully operationalized AI across core CX workflows, highlighting the challenges of scaling AI beyond isolated initiatives.

SupportNinja’s research suggests that companies increasingly expect outsourcing partners to contribute strategic expertise alongside operational execution. As AI becomes more deeply integrated into customer experience, leaders are prioritizing partners that can modernize workflows, guide change management, and help operationalize AI responsibly.

As customer expectations and technology continue to evolve, outsourcing decisions are becoming strategic business decisions. Companies that align their outsourcing strategy with AI adoption, operational modernization, and long-term business goals will be better positioned to create lasting customer value.