Japan Customer Experience Business Process Outsourcing Market Size, Share, and COVID-19 Impact Analysis, By Service Type (Inbound and Outbound), By Outsourcing Type (Onshore, Offshore, and Nearshore), By End-use (BFSI, Healthcare, Manufacturing, Media & Entertainment, IT & Telecommunications, Retail & E-commerce, and Others), and Japan Customer Experience Business Process Outsourcing Market Insights, Industry Trend, Forecasts to 2035

Japan Customer Experience Business Process Outsourcing Market Insights Forecasts to 2035

• The Japan Customer Experience Business Process Outsourcing Market Size Was Estimated at USD 2537.6 Million in 2024
• The Market Size is Expected to Grow at a CAGR of around 9.8% from 2025 to 2035
• The Japan Customer Experience Business Process Outsourcing Market Size is Expected to Reach USD 7094.4 Million by 2035

According to a research report published by Spherical Insights & Consulting, the Japan Customer Experience Business Process Outsourcing Market is Anticipated to Reach USD 7094.4 Million by 2035, Growing at a CAGR of 9.8% from 2025 to 2035. The Japan customer experience business process outsourcing market is expanding due to increasing consumer expectations, cost optimization requirements, and technology adoption, combined with digital transformation, sustainability, and demographic changes, particularly an aging population.

Market Overview

The Japan customer experience business process outsourcing market refers to offloading customer care and supporting functions, including call centers, technical support, and administrative support, to specialist providers to improve service quality and lower costs. It is extensively utilized across industries such as retail, finance, and telecommunications to provide personalized, frictionless customer experiences. The strengths of the market include the important technological capabilities of service providers and a robust cultural focus on quality customer service. Huge opportunities lie in building omnichannel support, increasing demand from small and medium sized enterprises, and utilizing digital innovations. Prominent drivers for the market are Japan increasing age, declining workforce, and the growing imperative for digitalization, which compel businesses to embrace AI, automation, and cloud solutions to make processes more efficient. Government actions to develop the workforce, digitize businesses, and innovate further improve market growth by providing an environment where businesses can maximize customer experience while resolving demographic and operational issues.

Report Coverage

This research report categorizes the market for the Japan customer experience business process outsourcing market based on various segments and regions and forecasts revenue growth and analyzes trends in each submarket. The report analyses the key growth drivers, opportunities, and challenges influencing the Japan customer experience business process outsourcing market. Recent market developments and competitive strategies such as expansion, product launch, and development, partnership, merger, and acquisition have been included to draw the competitive landscape in the market. The report strategically identifies and profiles the key market players and analyses their core competencies in each sub-segment of the Japan customer experience business process outsourcing market.

Driving Factors

The Japan customer experience business process outsourcing market is fueled by growing demand for premium, individual customer experience across retail, finance, and telecommunication industries. Increasing technological advances like AI, automation, and cloud computing improve service efficiency and scalability. Japan aging workforce and decreasing workforce also propel outsourcing to sustain service quality while managing cost. Furthermore, the adoption of digital transformation and omnichannel support provides growth opportunities. Government policies supporting innovation and human resource development are also a key driver for driving market growth.

Restraining Factors

The Japan customer experience business process outsourcing market is constrained by concerns about data privacy, high costs of operations, and language or cultural issues. Moreover, some companies' hesitation to outsource mission-critical customer interactions also constrains market growth despite rising demand and technological developments.

Market Segmentation

The Japan customer experience business process outsourcing market share is classified into service type, outsourcing type, and end-use.

• The outbound segment held the largest market share in 2024 and is expected to grow at a significant CAGR during the forecast period.

The Japan customer experience business process outsourcing market is segmented by service type into inbound and outbound. Among these, the outbound segment held the largest market share in 2024 and is expected to grow at a significant CAGR during the forecast period. This is due to there is growing need for proactive customer engagement in the form of outbound calls, surveys, sales outreach, and follow-ups. Organizations tend to prioritize customer retention and lead generation to enhance relationships, boost conversions, and generate revenue, supporting the segment's dominance.

• The offshore segment dominated to market share in 2024 and is expected to grow at a significant CAGR during the forecast period.

The Japan customer experience business process outsourcing market is segmented by outsourcing type into onshore, offshore, and nearshore. Among these, the offshore segment dominated to market share in 2024 and is expected to grow at a significant CAGR during the forecast period. This is owing to its cost-effectiveness, access to a large talent pool, and capacity to provide 24/7 support. It provides quality services at reduced operational expense, offshore outsourcing making it a strategic option for Japanese firms in pursuit of scalability and efficiency.

• The IT & telecommunications segment held the largest market share in 2024 and is expected to grow at a significant CAGR during the forecast period.

The Japan customer experience business process outsourcing market is segmented by end-use into BFSI, healthcare, manufacturing, media & entertainment, IT & telecommunications, retail & e-commerce, and others. Among these, the IT & telecommunications segment held the largest market share in 2024 and is expected to grow at a significant CAGR during the forecast period. This is attributed to the growing demand for IT support, technical troubleshooting, and telecommunication services are essential in various industries. With the company experiencing sophisticated problems such as network downtime, device installation, and technological support, the demand for capable BPO providers remains high, fueling robust momentum in the IT and telecom outsourcing sector.

Competitive Analysis:

The report offers the appropriate analysis of the key organizations/companies involved within the Japan customer experience business process outsourcing market along with a comparative evaluation primarily based on their product offering, business overviews, geographic presence, enterprise strategies, segment market share, and SWOT analysis. The report also provides an elaborative analysis focusing on the current news and developments of the companies, which includes product development, innovations, joint ventures, partnerships, mergers & acquisitions, strategic alliances, and others. This allows for the evaluation of the overall competition within the market.

List of Key Companies

• Fujitsu
• Accenture
• IBM
• HCL Technologies
• Teleperformance
• Concentrix
• Transcosmos
• Wipro
• Tele-net Corporation
• Tata Consultancy Services
• NTT DATA Group Corporation
• Others

Recent Developments:

In May 2025, Concentrix Corporation launched iX Hero, an AI-powered application that improves customer experience by assisting human agents. Designed to resolve both simple and complex inquiries, iX Hero improves efficiency and service quality through seamless AI-human collaboration, addressing key challenges in modern customer service environments

Key Target Audience

• Market Players
• Investors
• End-users
• Government Authorities 
• Consulting and Research Firm
• Venture capitalists
• Value-Added Resellers (VARs)

Market Segment

This study forecasts revenue at Japan, regional, and country levels from 2020 to 2035. Spherical Insights has segmented the Japan customer experience business process outsourcing market based on the below-mentioned segments:

Japan Customer Experience Business Process Outsourcing Market, By Service Type

• Inbound
• Outbound

Japan Customer Experience Business Process Outsourcing Market, By Outsourcing Type

• Onshore
• Offshore
• Nearshore

Japan Customer Experience Business Process Outsourcing Market, By End-use

• BFSI
• Healthcare
• Manufacturing
• Media & Entertainment
• IT & Telecommunications
• Retail & E-commerce
• Others