LAC Participation in the Digitally Enabled Business Process–Related Services Ecosystem

This report defines and describes the global digital business process– related services ecosystem, presents Latin American and the Caribbean (LAC) countries’ participation, and provides considerations for increasing participation. From a global perspective, the LAC region is viewed as an offshore destination for cost reduction and workforce availability rather than innovation. Export-oriented foreign investors are primarily shared services centers and third-party providers of contact center services. Opportunities for LAC to contribute significantly to the global digital services ecosystem are unlikely, at least in the short to medium term, given the dominance of U.S. technology firms and LAC’s limited participation in terms of supply and demand. Increasing use of digital technologies and services and supporting regional firm development are more feasible objectives. LAC firms may be able to reach a global audience in niche areas based on local expertise and partnerships with global digital firms.