GBS WORLD NEWS | WEEK 2 | MARCH 2022
News that Ukrainian IT outsourcers (ITOs) have managed to continue operating amid the violent Russian invasion has been nothing but inspiring. Many of the country’s ITOs have implemented innovative measures to ensure business continuity, including relocating thousands of employees to the relatively safer western regions of Ukraine, particularly in the tech hub of Lviv. Work-from-home solutions have been implemented, although some ITO workers are opting to keep working onsite to keep operations going. It is unclear how long the sector can sustain operations given that Lviv itself is also under bombardment.
Enterprises in the Asia-Pacific (APAC) region are set to outstrip other global regions in customer experience (CX) investment in 2022, according to the Adobe 2022 Digital Trends: APAC in Focus report. One of the main factors driving CX investment in the region is the COVID-19 pandemic-induced surge in new digital consumers and online behaviors, where 77% of APAC businesses experienced a surge in new customers through digital channels over the past 18 months.
Canada’s largest provider of staffing solutions, Infinite Outsourcing Solutions, is finalizing the acquisition of EMC Global Consulting, a Texas-based management consulting firm specializing in the energy, medical and IT sectors. The acquisition broadens Infinite Outsourcing Solutions’ vertical industry specialization while expanding its global presence.
Also within the staffing space, a partnership has been formed in Miami, US, between ibex, a leading business process outsourcing (BPO) firm, and Guru, a collaborative knowledge management solution for digital workplaces. The strategic collaboration will enhance the effectiveness of customer support agents within several industries, particularly the health and wellness industry. As companies walk through their digital transformation campaigns, ibex and Guru aim to assist them in effectively digitizing their talent acquisition processes.
South African ICT conglomerate, BCX, is tapping into the country’s BPO market to increase its revenue streams. To enter the hotly contested local market with a striking differentiating factor, its innovation business unit, BCX Exa, will implement key artificial intelligence (AI)-based natural language processing technologies in its BPO centers. The unit has also created cloud-based emerging technologies to help businesses create “intelligent” contact centers to improve their customer service.
The most successful global businesses focus on total experience (TX), the interconnection between Customer, Employee, User, and Multiexperience, according to results of an online market research survey conducted by IDG Communications. Surveyed companies indicate that exceptional CX includes empowered employees or employee experience (82%); memorable, personalized interactions in moments that matter or multiexperience (83%); and the interaction of humans, data and technology or user experience (83%). Approximately 59% of surveyed businesses state they are performing adequately on each of these aspects of total experience.