Teleperformance, a global leader in digital business services, presented its 2024 annual results on February 27, 2025, revealing better-than-anticipated performance amid a rapidly shifting customer experience (CX) landscape. The company reported EUR10.28 billion in revenue, accompanied by a recurring EBITA margin of 15 percent. These results helped drive net free cash flow to EUR1.084 billion, supporting Teleperformance’s commitment to sustained growth and prudent capital allocation.
Market observers who expected CX solution providers to encounter difficulties due to artificial intelligence (AI) disruption have seen Teleperformance prove the resilience of its business model. While many in the industry worried that generative AI might reduce the need for human-led customer interactions, Teleperformance demonstrated its ability to blend technology and human expertise. Notably, despite acquiring Majorel in 2023 and finalizing the purchase of ZP Better Together in early 2025, Teleperformance kept its net debt-to-recurring EBITDA ratio at a moderate 1.9x. This cautious debt profile, along with an investment-grade credit rating, offers the organization enough flexibility to continue innovating while maintaining shareholder returns. In fact, the management team proposed raising the dividend to EUR4.20 per share, reflecting confidence in its steady cash generation and balanced financial strategy.
The strong performance of Teleperformance’s specialized services segment has also contributed to the company’s upbeat outlook. LanguageLine Solutions experienced robust demand for its interpreting solutions, particularly as businesses and public sector agencies increasingly rely on technology-driven platforms for language support. The addition of ZP Better Together underscores Teleperformance’s dedication to expanding its portfolio in specialized, high-value services.
Embracing AI to Strengthen the CX Landscape
Although some analysts previously viewed AI as a threat to the broader CX industry, Teleperformance has positioned AI as a pivotal component of its value proposition. The company plans to invest up to EUR100 million in AI-related partnerships throughout 2025, building on collaborations such as its recent agreement with Sanas—a venture specializing in real-time speech transformation. By integrating AI-driven capabilities into its existing customer service offerings, Teleperformance aims to meet evolving client demands while driving operational efficiencies.
These technological investments are particularly noteworthy given the market’s concerns about automation replacing human-led interactions. Instead of resisting AI, Teleperformance is leveraging it to refine customer experience processes and create new revenue streams. According to Reuters, “Teleperformance expects faster sales growth this year thanks to the consolidation of two acquisitions and AI partnerships,” indicating that the company’s blend of digital tools and human skillsets is gaining traction with an array of clients.
Looking ahead, Teleperformance’s management has signaled a willingness to deepen its technology focus while maintaining disciplined cost controls. By capitalizing on AI, reinforcing its specialized services division, and preserving a balanced financial structure, the company appears poised to remain competitive in a market shaped by both innovation and shifting customer needs. As Teleperformance continues to align its human expertise with cutting-edge technology, it offers a blueprint for how CX providers can adapt, evolve, and thrive in a world increasingly influenced by AI.