GBS.World reposted this
Hello from Guatemala where I had the privilege of participating on this panel that debated global GBS and outsourcing trends, challenges and opportunities. Special thanks to fellow panelists: Prashray Kala, Juan C. Coronado, Anupam Govil, Avinash Vashistha, and moderator Vanessa Toré. Some of the key trends and points covered included: - Customer Lifetime Value (CLV): which is getting a lot of focus from enterprise buyers. - Outsourcing 2.0: with integration of human super agents AI,(and now Generative AI), predictive solutions, blockchain and robust cybersecurity. It’s the next wave of outsourcing. - Expansion of Service Scope: There is a notable shift toward broadening the range of services offered by GBS centers and operators. - Talent Acquisition and Retention: The GBS sector in LAC has seen a surge in demand for digital and technical skills. - Specialization in Industry-Specific GBS Solutions: developing niche capabilities focusing on industry-specific expertise - such as healthcare, fintech, and e-commerce. - Growing Demand for Sustainability and Impact Sourcing. - Collaboration with other emerging markets (and regions) looking to augment their teams and create pockets of talent excellence. Javier Peña Capobianco, Ninoshka Linde, Traci Freeman (she / her), Peter Ryan, Rod Jones, Genesis GBS, Stephan Malherbe, Genesis Analytics, CxOutsourcers, GBS.World, Matt Kendall #GBSWorld #globalbusinessservices #bpo #contactcenter #contactcentre #cx #customerexperience #ito #itservices #bposervices #bpooutsourcing #Guatemala #LAC #gbs
An amazing panel ALES | Asociación Latinoamericana de Exportadores de Servicios and Asociación Guatemalteca de Exportadores - AGEXPORT on the latest trends in global services! Avinash Vashistha Mark Angus Prashray Kala Anupam Govil Juan C. Coronado