Saudi’s CX Outsourcing Economy Boom: What Drew ibex to the Kingdom

The ongoing commitment to digital transformation, along with government initiatives to boost the business environment, has made Saudi Arabia the ideal business expansion destination for ibex.

Across Saudi Arabia, businesses are leveraging multichannel engagement to drive measurable customer experience (CX) improvements.

By 2030, the customer experience management industry is forecast to register a 19.7% annual growth rate projected through 2030, driven by a shift toward Contact Center as a Service (CCaaS) technologies to meet rising customer expectations.

This steady growth draws companies like ibex to set up a foreign business in Saudi Arabia in pursuit of new avenues for collaboration and growth.

The global CX outsourcer operates 34 delivery centers worldwide with over 30,000 employees, handling nearly 200 million customer interactions annually through their Enteract and Wave X platforms.

Vision 2030 and Growing IT Sector Facilitate ibex's Saudi Market Entry

The ongoing commitment to digital transformation and high technology adoption rates, along with government initiatives to boost the business environment, has made Saudi Arabia a strategic choice for ibex's operational expansion.

Saudi Arabia's digital transformation is not just accelerating its economy; it's fundamentally changing how businesses operate and engage with consumers.

Rapid technological advancements are significantly reshaping customer engagement approaches, with market reports forecasting the customer experience management sector to reach $887 million by 2030.

More importantly, regulatory changes are making it easier for foreign companies to set up a business in Saudi Arabia.

“Vision 2030 is a magnet for many companies from all around the world. The regulations they have been putting in place make it easier for new investors to come in,” said Ahmer Jalal, Associate Director of Development at ibex.

Saudi Arabia's workforce is at the center of its digital revolution.

The National Academy for Customer Service and the Riyada Customer Service Training Program aim to develop talent capable of delivering high-quality outsourcing services.

These efforts are vital for maintaining IT competitiveness and ensuring a pipeline of skilled professionals for emerging tech industries such as customer management outsourcing.

In doing so, the Kingdom retains its edge as a key hub for IT talent that supports the sector's next wave of growth.

ibex's Global Expertise Powers Operations in Saudi Arabia's CX Outsourcing Sector

ibex is globally recognized for its comprehensive customer experience solutions that streamline customer interactions, improve efficiency, and maximize ROI.

The global CX provider has served a wide range of corporations across various industries, including telecommunications, retail and online commerce, entertainment, financial services, supply chain management, healthcare technology, hospitality, and energy services.

ibex's expansion into the Saudi market was supported by AstroLabs. Its proficient team helped the company in all stages of launching and managing compliance aspects during setup and post-setup phases.

This specialized expertise has been crucial in helping ibex navigate the Kingdom's regulatory environment.

"For companies like ours, we might not know the details of Saudi regulations. AstroLabs acts as a catalyst, speeding up the process and assisting with everything related to setup," explained Jalal.

He further explained that the role of AstroLabs has extended beyond being an enabler of business setup to becoming a core partner of business growth, playing an essential part in brokering key industry connections.

In Saudi Arabia's competitive business landscape, enterprises recognize the importance of investing in superior CX. ibex, with its vast reach and proven track record, is helping Saudi companies stand out from the crowd by turning customer experience into a competitive advantage.

By relying on ibex's CCaaS solutions, organizations can demonstrate excellence in customer experience management, thereby achieving larger market positions and delivering sustained value to stakeholders and investors.

By tailoring services to the Saudi market, ibex aims to enable Saudi businesses to acquire and retain customers across different channels and touchpoints.

The widespread adoption of CCaaS is contributing to improved business efficiency while supporting the Kingdom's economic diversification objectives.

ibex's expansion experience demonstrates the abundant opportunities available in Saudi Arabia's customer experience outsourcing market for companies willing to approach expansion thoughtfully and build the right local partnerships.