Mexico has emerged as the latest hotspot for customer experience, management (CXM) that enhances customer involvement across several touchpoints.
Mexico has emerged as the new hotspot for customer experience management (CXM) that improves customer engagement throughout several touchpoints. TCS and Infosys have been present in Mexico for nearly a decade now. Recently, LTIMindtree opened a 100-seat facility.
in Mexico City. HCLTech established operations in Mexico 14 years ago and increased its presence in Guadalajara two years ago. The firm is adding 1,300 individuals over the next two years to reinforce its existing. There are 2,400 employees in the country. GlobalLogic, a Hitachi
The group company has launched a new engineering and sales center in Mexico. The centers are located in Guadalajara and Mexico City.
In truth, Infosys BPM operates in Monterrey, Mexico, and has expanded into Mexico City. It employs approximately 500 people in customer support, finance and accounting, sourcing and procurement, sales, and fulfillment, serving more than 50 customers. Infosys established its center in 2007.
Mexico’s benefits include geographical closeness and cultural compatibility with both the United States and Canada. According to Everest Group, a US IT research advisory firm, Mexico has a worldwide service talent pool of about 197,000 full-time equivalents. The personnel are proficient in English, Spanish, French, and Portuguese.
According to GlobalData’s analysis, the global CXM market was valued at $14 billion last year and is predicted to rise at a 15.2% CAGR between 2023 and 2030.
Everest Group has recognized service providers in each region as outstanding providers, including Atento, Concentrix+Webhelp, Konecta, and Teleperformance, all of which have a substantial presence and a multicity footprint. Proven suppliers have a solid delivery presence and operate on a moderate to low scale. These include TCS, Genpact, Alorica, Conduent, and Foundever, among others. Wipro, Cognizant, Tech Mahindra, and DXC are promising providers with a single-city delivery footprint and potential for future expansion.
“The CXM market has been surging in Mexico, and the IT-ADM sector is also growing significantly, particularly as it taps into highly skilled engineers emerging from Mexican universities,” said Parul Jain, vice president of the Everest Group’s global sourcing team. Every year, service companies gain access to a massive talent pool of 150,000 graduates. Everest’s analysis revealed that Mexico City and Guadalajara have a large talent pool and deep-tech infrastructure. “With a worldwide service talent pool of almost 197,000 FTES, Mexico continues to be the leader in technology service delivery in Latin America. “Mexico serves as a hub for US firms to establish more cost-effective centers,” she explained.
IT-ADM (application maintenance development) services offered from Mexico are also gaining appeal.
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