What to learn from the biggest BPO CX merge
Almost a year ago in a monumental move that is set to reshape the landscape of the global customer experience (CX) market, Concentrix and Webhelp announced their merger. This operation not only signifies a significant shift in the outsourcing potential but also carries profound implications for clients both in the B2B and B2C markets. As we delve deeper into the reasons behind this merger and its impact, it becomes evident that the ramifications extend far beyond just the involved companies.
Webhelp specializes in sales, marketing and payment services across Europe, Latin America and Africa, and will bring about 1,000 new clients, the company said.
The combined company is expected to have $9.8 billion in revenue for fiscal year 2023 on a pro forma basis, and will be headed by Concentrix CEO Chris Caldwell.”
The amalgamation of the two entities brings together two behemoths in the CX industry, amplifying their capabilities and market reach. Clients stand to benefit immensely from this union, as they now have access to an even broader spectrum of services and expertise. From enhanced customer support to streamlined sales processes, the merged entity promises unparalleled solutions tailored to meet the evolving needs of businesses across the globe.
But what could be the reason behind this “marriage”, especially in the context of the B2B market? As in many aspects of the BPO business, the answer lies in the relentless pursuit of innovation and efficiency. By joining forces, Concentrix and Webhelp aim to leverage synergies and capitalize on their combined strengths to deliver unmatched value to their clientele. This strategic move not only fortifies their position in the market but also sets a new benchmark for excellence in B2B customer experience management.
From a Go-To-Market perspective, this combination further positions Concentrix + Webhelp as a global CX leader, with an expanded breadth of generative AI solutions, digital capabilities, and high-value services. It also strengthens its end-to-end CX value proposition, with one of the most robust, well-balanced global footprints in the industry to help the world’s best brands transform customer experiences and achieve their business goals.
For our Human Rev Growth community, this merger underscores the paramount importance of digital customer experience, sales, marketing specialization, and technology. In an era where data reigns supreme, businesses must harness the power of technology to drive meaningful interactions and foster long-lasting relationships with their customers.
On a personal note, the significance of this merger resonates deeply with me. It takes me back to the year 2022 in Chicago, where I had the privilege of attending the annual AA-ISP conference, now known as Emblaze. It was there that I crossed paths with Julie Celaudoux, then Deputy General Manager at Webhelp. Even back then, I couldn't help but notice the remarkable growth trajectory of Webhelp Enterprise, a trend that has only accelerated in the wake of the global pandemic. Today, as we witness the culmination of this journey with the union of Concentrix and Webhelp, it serves as a testament to the power of perseverance, innovation, and collaboration in driving transformative change.
As we look to the future, one thing remains abundantly clear: the convergence of digital CX, marketing, sales, and technology will continue to shape the way businesses interact with their customers. By embracing this paradigm shift and forging strategic partnerships, leaders and their organizations can unlock new possibilities and pave the way for a brighter, more connected future.
The merge of Concentrix and Webhelp is not just a milestone; it's a catalyst for evolution in the realm of business process outsourcing and customer experience, one that holds immense promise for businesses large and small alike.
