GBS WORLD NEWS | WEEK 3 | JUNE 2022

GBS WORLD NEWS | WEEK 3 | JUNE 2022

It’s finally out! GBS.World has released the 2022 Africa GBS Buyers Choice Report. It follows on the success of the Africa GBS Benchmarking & Market Report and GBS World Competitiveness Index. Included in the report are buy-side demand trends and insights, based on interviews with enterprise buyers in Australia, Canada, Germany, France, the United Kingdom and the United States. PLUS, there are full-page business profiles of top African-based GBS service providers. This blog explains more.

The week started on a celebratory note in the US, where Toyota Financial Services named business process services (BPS) organization, Conduent, a 2022 Toyota Supplier of the Year. For the second year in a row, Conduent was recognized for modernizing document intake, extracting data and automating processes that improve back office functions through digitally automating document management.

Following three years of stability among the Canadian CX landscape, Forrester’s Canada 2022 Customer Experience Index (CX Index™) indicates that CX quality among Canadian firms has fallen. When the epidemic began, Canadian companies were able to adjust promptly and adapt digital interactions to meet changing consumer demands. However, 24% of the companies sampled in this year’s CX Index failed to keep CX quality over the past year.

Moves to enhance customer experience (CX) and employee experience (EX) were initiated by one of America’s largest retailers, The Home Depot, where it is starting to roll out 125,000 new mobile devices for store employees. By the end of the year, the devices, called hdPhones, will reach about 100 stores each week, providing every scheduled associate with a new device.

Vietnamese fintech firm, MoMo, has created a super-app that combines payment and financial transaction processing in a single online marketplace platform, boosting CX for the smartphone-orientated consumer. The convenience of this all-in-one mobile platform has already attracted over 30 million users across Vietnam. To improve the platform’s chatbot efficiency, know-your-customer (eKYC) systems and recommendation engines, MoMo employs NVIDIA GPUs running in Google Cloud.

Cape Town’s upcoming CEM Africa Summit, which will be held on August 23-24 at the Century City Convention Centre, will bring together some of the best consumer brands in South Africa, including McDonald’s, Vodacom, Nedbank, Spar, Dischem, and Superbalist. The continent’s CX executives will gather for hyper-focused keynote addresses, educational workshops, panel discussions and live Q&As to help them construct bullet-proof customer experience systems for their organizations.

In general news, demand for software development outsourcing is on the rise among non-technical executives, according to Entrepreneur. Outsourcing software development services allows non-technical leaders to benefit from cutting-edge technologies quickly and seamlessly. In today’s digital era, when software has become a critical part of any successful business, the practice is growing in popularity, particularly amongst firms lacking the required talent or resources.

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