Retail giant Tesco started its captive centre in India almost two decades ago. The captive centre originally started with transactional, repetitive and process-based work. However, with decreasing market share and losses, a new vision was born. They wanted to create the Next-Generation BusinessService Centre.

We sat down in conversation with Sumit Mitra, CEO of Tesco Global Business Services (GBS) and Tesco Bengaluru, to understand how he transformed their business model into building the next-generation of business services to embrace the digital future.

Download the full article to see how Tesco intends to drive innovation in the future.