Category: Thought Leadership

How Blockchain is driving the next evolution in customer experience With all the hype regarding cryptocurrency, the value and application of the underlying technology – the blockchain – is often lost in all the noise. The two concepts are often conflated, which detracts from the important conversations that business decision-makers should have about the

Emerging Europe’s 2022 Future of IT Report reveals the most competitive IT sectors in Central and Eastern Europe in alignment with the GBS World Competitiveness Index The 2022 edition of the 200-page Future of IT report by Emerging Europe includes a 12-page chapter with results and key findings from international buyers reflected in the GBS World

The World Source Marketplace for Global Business Services (GBS.World) and Genesis GBS recently conducted a customer experience (CX) market analysis on the best potential English-speaking, contact center/CX delivery locations in the Caribbean and Central and Latin American (CALA) regions. The closed report was commissioned by a prospective international

The World Source Marketplace for Global Business Services (GBS.World), the research-centric marketplace and sourcing platform for global business buyers and outsourcing providers, has switched on a refreshed and updated home page. The updated website provides buyers with easier ways to source service providers across 11 categories in 70 countries on six

The Africa Global Business Services (GBS) Buyers Choice Report uncovers the continent’s capabilities as a world-class offshore business services destination for international investors, buyers and operators. Valued at US$8,3 billion and projected to rise to US$11,7 billion by 2023, Africa’s GBS offshoring market alone is poised to become a new frontier for

Key Facts and Highlights South Africa’s domestic and international GBS/BPO market is estimated to be worth $4.7 billion and employing over 261,000 workers. The largest global markets serviced from South Africa for GBS services include the UK (61%) with notable and ongoing growth in the US (20%). South Africa delivers 18% (estimated) better

Globalization, digitalization and the rising need to optimize costs and improve business service delivery has created a highly competitive marketplace for global business services. And the need for brands and enterprises to connect with service providers they can trust. Cutting through the noise to reach global business buyers has, therefore, become a

India, Philippines, South Africa, Egypt, Poland, Mexico, Jamaica and Colombia perform well across all rankings The customer experience (CX) and back office outsourcing and offshoring results of the GBS World Competitiveness Index were released today to a global audience via The World Source Marketplace for Global Business Services (GBS.World). The

Research Sheds Light on Global Business Buying Pain Points Global business buyers face many pain points and challenges when finding suitable service providers. Research conducted by GBS.World noted that they must often wait up to three months (48%) or 6 months (7%) before they find a right-fit supplier. When asked what pain points they experience

A global survey of 690 CX executives and 2,629 consumers over the age of 18 analyzes trends in consumer expectations, where businesses are getting it right — and where they're getting it wrong. Commissioned by Genesys between April and May 2021, the "State of Customer Experience" report is the second iteration of a survey first conducted in 2017 and compares

High Performer, Proficient and Capable African countries ranked by global buyers The GBS World Competitiveness Index was launched to a globalaudienceon August 26, 2021, in an industry webinar hosted by GBS.World, Knowledge Executive and Genesis. The index and rankings were drawn from extensive survey data from the annual Knowledge Executive GBS

Key Facts and Highlights • Africa’s GBS offshoring market is estimated to be worth $8.3 billion and will rise to US$11.7 billion by 2023. • Monthly costs of contact center agentscin Africa can range from US$546 to as little as US$175 • Contact center managers can cost a maximum of US$2,200 to a minimum of US$406 per month. The African GBS offshoring

https://vimeo.com/534834088 Emerging markets dominated the Top 5 Most Favored Offshore CX Delivery Points of 2021, according to findings from the 2021 Global Front Office BPO Omnibus Survey conducted by Ryan Strategic Advisory. The list was based on rankings and scores from over 628 enterprise contact center strategic decision-makers in Australia,