Enterprises Outsource 27% Analytics but Only 15% Customer Acquisition to Telus Digital
Telus Digital’s InfoBrief reveals enterprises outsource primarily support, with 27% outsourcing customer analytics, 24% tech support, but only 17% of inbound B2B sales and 15% of customer acquisition functions. The report estimates CX partnerships deliver 23% revenue growth yet remain focused on reactive services instead of proactive sales.
1. Survey Highlights Enterprise Outsourcing Patterns
The survey shows enterprises utilize CX partners predominantly for support and analytics, with 27% outsourcing customer analytics, 24% tech support, 22% retention management, and only 17% inbound B2B sales and 15% customer acquisition.
2. Revenue Growth vs Service Focus
It finds CX partnerships drive 25% cost savings and 23% revenue growth yet remain concentrated on reactive functions, highlighting an opportunity to extend outsourcing into proactive sales and acquisition initiatives.
3. Opportunity for Telus Digital’s CX Expansion
Telus Digital’s CX division offers AI-powered B2B demand generation and inside sales teams to help enterprises capture untapped revenue, leveraging data analytics and dedicated talent to drive pipeline growth and customer expansion.
4. Award Recognition and Market Position
The division’s approach earned a Gold Stevie Award for Demand Generation Program of the Year, bolstering its market credibility and positioning it to capitalize on the growing demand for revenue-focused CX outsourcing.