AI Trilogy - Series 1: Demystifying AI: What’s Really Happening in the Market

A three-part global series exploring the realities of AI, job migration, talent, and process transformation across the BPO and GBS sectors. Grounded in real market movements—from Poland and India to Africa and Sri Lanka—this trilogy aims to cut through hype and offer practical, experience-led clarity.

Core Themes

• The global BPO market is undergoing deep transformation driven by tech adoption, contract cycles, and financial optimisation.
• Significant job migration trends—1,600 NatWest and 800 Heineken job losses in Poland—are reshaping regional competitiveness.
• Movements are not one-directional: mature processes leave; complex work returns (e.g., IAG bringing roles back from India).
• CFO-led decision making is intensifying cost and contract scrutiny, driving 2024–2026 job flux.
• India’s GCC demand was overestimated; some activity is flowing back to Eastern Europe due to complexity/cost dynamics.
• Africa is focusing on digitally enabled, AI-augmented service models rather than volume-driven growth.

Why This Session Matters
This session demystifies AI by reconnecting the narrative to real market evidence, real job movement, and real business strategy—not hype.