HFS PODCASTS

Unfiltered Stories | Tesco Business Solutions' Sumit Mitra discusses GCCs explosive growth and future

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In this episode of "Unfiltered Stories," Saurabh Gupta, President, Research and Advisory Services at HFS Research, speaks with Sumit Mitra, CEO of Tesco Business Solutions, on his journey to becoming the best GBS in the world and how he is solving very complex business problems for one of the world's largest retailers. Dive in for a world of insights and deep conversations on how GCCs are shaping up to be the next big thing for India and what it means for enterprises, service providers, and talent alike!

You will learn:

  • Transformation Journey: Sumit reflects on the pivotal moments that led Tesco Business Solutions to be recognized as the best GBS globally, including cultural transformation, process architecture, and digital transformation.
  • Future of GBS: The next phase of GBS's evolution focuses on driving incremental revenue, margin, cash flow, and customer experience rather than just efficiency and compliance.
  • Role of AI: AI, particularly generative AI, is seen as a co-pilot for business operations, enabling hyper-automation, improving decision-making, and creating tools like the TBS GPT for internal efficiency.
  • Talent and Industry Appeal: The conversation also touches on making the GBS industry attractive to top talent by shifting away from traditional "back-office" perceptions to a more innovative and integral role within businesses.
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