While a significant number of companies and industries continue to consolidate business processes and services into captives or global in-house centers (GIC), analyst reports show the retail industry saw a 4% drop in new GIC setups last year.
Everest Group notes in a recent study that fast-tracking this transformation requires organizations and BPS providers to engage together in a more deliberate level of strategic partnership management – one in which providers are focused on outcomes and meeting organizations’ current and future needs to provide the highest level of customer satisfaction.
