The customer care outsourcing segment supporting carevolumes for North America is mature, highly fragmented, and competitive. Frost & Sullivan research has found that there are hundreds of customer care outsourcers in North America. While competition among vendors is fierce, there are fewer than twenty global Tier I outsourcing firms that dominate the industry in North America. This Market Insight will explore how large Business Process Outsourcers (BPOs) are doubling down on their investments in technology solutions to bring added value to their clients. Examples will highlight the net effect on customer journey mapping and customer experience strategies.