Telecoms customer engagement spending is set to grow steadily, but the market faces headwinds

Telecoms operator spending in the customer engagement market is forecast to grow at a CAGR of 4.9% to reach USD22.64 billion in 2030. Advances in multi-agent and agentic AI, operator efforts to reduce opex, and increasing demand for more personalised B2B services and better customer experience will drive this expected growth. However, macroeconomic and regulatory challenges could adversely impact the market.