GBS WORLD NEWS | WEEK 1 | MARCH 2023

The Philippines is expected to exceed its business process outsourcing (BPO) sector growth targets by the end of this year, projected to reach a market size of US$35,9 billion and employ 1,7 million workers, according to the IT and Business Process Association of the Philippines (IBPAP). Survey findings indicate that 83% of Filipino-based BPOs expect growth in 2023, while 17% remained neutral with their forecasts.

In global customer experience (CX) news, 91% of businesses would pay more for better customer service, according to findings in a Fusion Connect report. Approximately 52% of businesses would pay an extra 5% to 15% for better CX, while a striking 24% would pay whatever it takes to receive better customer service. The report surveyed 300 executives and directors across the information security and information technology industries.

Paris, France was abuzz with celebrations with the announcement of Capgemini being named as a ‘Leader’ in The Forrester Wave™: Customer Experience Strategy Consulting Practices, Q4 2022 Report. In its report, Forrester evaluated 14 of the most notable CX strategy consulting providers according to comprehensive 28-point criteria that are based on current offerings, market presence and strategy.

Across the Atlantic, North American grocery delivery and pick-up service, Instacart, has entered the B2B market with the launch of Instacart Business, offering same-day delivery of office items ranging from stationary to snacks. Retailers available to business customers include Costco Business Center, Staples, Restaurant Depot and BJ’s Wholesale Club. Some of the pertinent features of the new B2B platform include the offer of business credits, zero monthly minimums and no contracts.

Another interesting retail development took place in Mali, with the successful scale of homegrown B2B and B2C retail delivery supplier Sodishop, across the West African region. Born in Mali, Sodishop has expanded to Guinea, Senegal and Ivory Coast with the objective to cover all French-speaking West African countries by 2025. Following this objective, the firm will target more mature economies, such as Nigeria, Kenya, Morocco and South Africa.

This week’s GBS/BPO success story

By choosing iQor, a Fortune 500 client from the energy sector achieved an astonishing US$14 million in annual savings. iQor’s managed services embodied a strategic partnership that improved customer engagement, agent skills alignment, new hire speed to proficiency, customer interactions, staffing optimization and operating efficiencies. Through its BPO-integrated digital services approach, iQor was able to achieve these results in record time.