GBS WORLD NEWS | WEEK 1 | JUNE 2023

Over 100 delegates gathered in Glasgow for the highly-anticipated CxOutsourcers 2023 event a global CX mindshare group and forum for C-level outsourcing decision-makers to get inside the buyer’s mind and be equipped with the latest global research and strategy. The event featured presentations on industry trends, the transformative power of AI, cybersecurity, and emerging locations. Experts emphasized the transformative potential of AI and highlighted Africa as a promising BPO frontier. Valuable insights were shared on evolving work models and buying journey challenges in selecting outsourcing providers. CxOutsourcers was co-founded by Mark Angus of Genesis GBS and GBS.World with Peter Ryan of Ryan Strategic Advisory, and in partnership with Traci Freeman of Believe Consulting.

Global automation and digital transformation leader, Jitterbit, released a report outlining the results of its survey investigating the current state of CX automation. The report discusses the importance of delivering personalized CX along with new automation innovations, and highlights some of the processes, challenges, benefits, and forecasts of automated CX implementation.

The Ministry of Electronics and IT (Meity) in India has launched a three-month pilot program for the electronics repair services outsourcing industry. The government aims to capture 20% of the global repair services market over the next five years, with a US$20 billion revenue potential. If they achieve their goals, India would become the repair capital of the world.

The Canadian-based software company and e-learning platform, Redwood Performance Group, released its new platform, GradForce Skills. The platform is an interactive workplace simulation, designed to orient new hires with important workplace soft skills. Over 3,000 learners and employers provided positive feedback on its initial release in collaboration with Toronto Finance International, and the platform has since further developed to ensure new employees swiftly and effectively develop valued workplace competencies.

Approximately 90 organizations have reported personal data breaches in relation to the cyber-attack experienced by Capita in March this year and the exposure of unsecured online data. The global outsourcing giant, headquartered in London, manages the personal information of millions of people, who are now at risk of becoming fraud victims. Capita claims to have taken steps to secure the data, and the Information Commissioners Office is investigating the incidents.

Pittsburgh-based provider of business process management solutions, WNS Denali, announced its recognition by Information Services Group (ISG) as a leader in procurement BPO and transformation consulting services. The recognition stemmed from its unique procurement suits, strong solution partner ecosystem, and strategic acquisitions.

Prague-based international IT company IBA Group was awarded at the Best in Cloud 2023 awards for its ICDC Open Source Cloud Platform. The success of the ICDC cloud solution enabling automation and IT infrastructure management resulted in IBA Group winning the category award for Best PaaS3 Test and Development Platform. The hybrid, open-source platform enables virtual automation along with a specialized service for customer management.