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2027GBS World
Competitiveness Index
Competitiveness Index
CX and Back Office · Abridged edition
Where can global business services be delivered more competitively in 2027?
Discover the markets, capabilities and competitive factors shaping global business services delivery as organizations plan for 2027.
82 delivery locations · Five CX and Back Office categories · Six dimensions of competitiveness
The Index
An evidence-based outlook for 2027.
The 2027 GBS World Competitiveness Index shows where countries are competitively positioned to deliver global business services, and why their relative strengths differ across service lines.
The Index assesses 82 delivery locations across Africa, Asia-Pacific, Central and Latin America, and Eastern Europe across five CX and Back Office service categories: Back Office, Customer Service and Support, Customer Sales and Conversion, Customer Lifecycle Management/Value, and Digital Contact Center Communications - each read through six dimensions of competitiveness.
82
delivery locations assessed
4
regions, from Africa to Eastern Europe
6
dimensions of competitiveness
5
CX and Back Office service categories
Six dimensions of competitiveness
Cost
What delivery actually costs, read against what it delivers.
Business environment
The operating conditions a market offers, and the risks that come with them.
Delivery ecosystem
The maturity of providers, infrastructure and supporting capability on the ground.
Buyer proof
Evidence from organizations already delivering there, not projections.
Market momentum
Direction of travel - which markets are building capability, and how fast.
The abridged edition
A concise introduction to the Index.
Download the abridged edition for the evidence informing a 2027 outlook on global and regional delivery-market competitiveness.
- A practical overview of the delivery markets and service categories to consider for 2027.
- A lens on the factors that distinguish established leaders from emerging competitors.
- A starting point for more informed sourcing, expansion, investment and sector-development decisions in 2027.
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Abridged edition
Your 2027 outlook.
An evidence-based view of how 82 delivery locations compare, and what drives their competitiveness across five CX and Back Office service categories.
One ecosystem.
Collective intelligence.
Real impact.
Download the abridged Index
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