The Customer Experience (CX) outsourcing market in Saudi Arabia is likely to grow at a CAGR of 19.40% from 2024 to 2030.
The growth of the customer experience (CX) outsourcing market in Saudi Arabia is reinforced by a substantial demand for advanced contact center as a service (CCaaS) technologies.
This shift has enticed global players like ibex a global CX outsourcer, to widen their global reach in one of the world’s most digitally advanced markets.
Leveraging a team of more than 30,000 employees across 34 delivery service centers worldwide, ibex is utilizing its Enteract and Wave X technology platform to power nearly 200 million interactions annually.
Seeing a tremendous opportunity, ibex has recently expanded to the Kingdom from the US, with a strategic focus on transforming the domestic customer experience (CX) outsourcing market.
ibex’s Global Influence Puts it at the Forefront of the Saudi CX Outsourcing Market
With expanded digital capabilities and industry expertise, ibex delivers end-to-end customer experience (CX) experiences that create personalized engagements, optimize customer journeys, and maximize ROI.
The company’s wide-reaching impact is evident from its work with leading organizations across diverse industries. These industries are not limited to telecom, retail and e-commerce, entertainment, banking and financial services (BFS), logistics, healthtech, hospitality, and utilities.
ibex’s Saudi expansion has been facilitated by AstroLabs. The role of AstroLabs in fueling its expansion journey has taken many forms and extends beyond assistance with company formation.
Its bespoke support has proven to be vital in helping ibex navigate the Kingdom’s regulatory and compliance landscape.
“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,” said Ahmer Jalal, Associate Director of Development at ibex.
He also emphasized the role of AstroLabs as a “facilitator” of key industry connections that drive real business opportunities.
Jalal further noted, “The events AstroLabs hosts in Saudi and the UAE are a great way of connecting with companies and CEOs. This is all while opening up new opportunities.”
Customer care in Saudi has evolved into a strategic benefit for businesses nationwide.
Brands looking to tap into the vast consumer market face high expectations of seamless experiences and unparalleled access and convenience across every available touchpoint. After all, companies that excel in the customer experience (CX) arena are more likely to capture a greater market share and bring long-term value for all our shareholders.
Via flexible, scalable solutions, ibex looks to empower businesses in Saudi to build a vast customer base to target through multiple touchpoints.
Growing Digital Opportunity and Favourable Regulations Fuels ibex’s Saudi Expansion Journey
Vision 2030-led digital transformation has a lasting impact on the customer experience management (CXM) space. It is likely to hit $747 million by 2030.
Additionally, the Saudi government is actively nurturing a business-friendly environment, implementing policies that encourage foreign investment and spur innovation. Together, these factors underpin the Kingdom’s status as one of the world’s best places to set up a business and operate.
“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,” Jalal added.
The primary factor in the CX industry’s growth is Saudi’s emphasis on establishing a dynamic workforce capable of meeting the evolving needs of customers.
Initiatives like the National Academy for Customer Service and the Riyada Customer Service Training Program reflect a commitment to enriching the national talent pool.
Saudi’s emergence as a global customer experience management (CXM) hub is indicative of its strong IT sector. In fact, the IT industry attracted the highest volume of global companies that were exploring expansion in Saudi last year, according to the findings of our 2025 Saudi Market Entry Report.
With the high availability of skilled professionals and steady adoption of emerging tech across industries, Saudi has become a goldmine for customer care services outsourcing.
The widespread spread of contact centers as a service (CCaaS) will undeniably drive powerful economic momentum by improving business efficiency and competitiveness. This growth will significantly contribute to GDP and strengthen the Kingdom’s position as a leading digital economy.
With a combination of market expertise and innovation, ibex is actively redefining the future of the customer experience (CX) outsourcing market in Saudi Arabia, setting a new benchmark for customer service excellence on domestic and global stages.