GBS Regional Thought Leadership

  • show all (12)
  • North America (2)
  • Regional (6)
  • Europe (3)
  • Africa (2)
November 10, 2021
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 Busin...
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November 10, 2021
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...
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November 10, 2021
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 secon...
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October 12, 2021
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 annu...
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September 3, 2021
Ascensos has announced its expansion into South Africa with the opening of a new operation in Cape Town.  Officially opening later this month, the new operation in Cape Town will create 150 jobs initially, with plans to grow the number of positions to 600 in its first year. Headquartered in Motherwell, Ascensos is...
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August 31, 2021
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$40...
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August 13, 2021
As businesses look to outsource non-core functions to cut costs, mitigate risk and enable continuity of business amid the pandemic, the Global Business Services (GBS) industry has been one of the few sectors on a growth trajectory. Enterprise buyers have also started to shift and spread outsourced projects among the tr...
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June 23, 2021
American Express, U.S. Bank, Citizens Bank, and Wells Fargo showed the largest year-over-year gains in customer satisfaction (CSAT), but all top 15 banks in the United States also showed improvement in this key metric. The results were based on the Verint Experience Index a banking benchmark survey of consumer satisfac...
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April 8, 2021
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...
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Africa Offshore Trends
November 5, 2020
November 5, 2020
A global webinar presented by Genesis Global Business Services and Ryan Strategic Advisory outlined important trends and opportunities within the global contact center offshoring market for Africa’s burgeoning BPO/BPS outsourcing delivery sector. The African continent offers a broad array of emerging and mature o...
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