Teleperformance, a global player in the customer experience (CX) industry, has released its 2024 annual results, offering insights into its ongoing strategy and potential impact on the US market. While some observers have questioned whether artificial intelligence (AI) could replace human-led customer service, the Group’s performance suggests a more balanced trajectory that incorporates both technology and operational efficiency.
At the close of 2024, Teleperformance reported revenue of EUR10.28 billion, maintaining a recurring EBITA margin of 15 percent. The company’s net free cash flow reached EUR1.084 billion, reflecting a financial framework geared toward stability. These outcomes arrive at a time when American businesses face evolving consumer needs and increasing competition within the business process outsourcing (BPO) sector.
Why US Enterprises Should Pay Attention
Many companies in the United States rely on scalable CX solutions to engage a tech-savvy consumer base. Teleperformance’s focus in this market covers multiple industries, from healthcare and finance to e-commerce and media. Its recent acquisitions—Majorel in 2023 and ZP Better Together in early 2025—highlight a push toward specialized offerings, such as services for deaf and hard-of-hearing users, as well as advanced content moderation. This broader service portfolio aims to help US clients streamline their operational processes.
The Group’s disciplined cost controls and integration strategy allowed it to uphold a net debt-to-recurring EBITDA ratio of 1.9x. This level of financial agility may reassure US firms looking for reliable, tech-enabled partners capable of scaling operations and introducing new innovations without sacrificing service quality.
AI and Emotional Intelligence: Balancing Technology and Human Expertise
Although AI was once seen by some industry analysts as potentially reducing the need for human agents, Teleperformance views it as a complementary force. The company intends to invest up to EUR100 million in AI-driven partnerships throughout 2025, incorporating solutions such as automated chat, real-time speech transformation, and data analytics. These innovations are designed to work alongside human teams, automating basic tasks so that agents can devote more attention to complex customer interactions.
Thomas Mackenbrock, Teleperformance’s aspiring CEO, emphasized this vision in a recent interview with Fortune magazine. “AI isn’t about replacing jobs,” he noted. “It’s about evolving our workforce so employees can leverage technology to deliver more personalized and empathetic service.” By blending AI tools with emotional intelligence, Teleperformance seeks to stand out in a US market increasingly focused on customer satisfaction and brand loyalty.
Implications for Growth
According to Reuters, “Teleperformance expects faster sales growth this year thanks to the consolidation of two acquisitions and AI partnerships,” reflecting the company’s optimism about near-term opportunities. This combination of technological investments and stable financial metrics may help Teleperformance remain competitive in the United States, a region where customers expect both innovation and reliable performance.
Looking beyond the immediate financials, Teleperformance’s 2024 results could serve as a strong indicator of how AI and human-led CX might evolve in tandem. By pursuing advanced technologies, maintaining prudent debt levels, and emphasizing specialized offerings, the Group appears poised to expand its US footprint. Organizations that choose Teleperformance as a partner may benefit from increased operational efficiency and enhanced customer experiences driven by a thoughtful integration of AI and human insight.
