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GBS WORLD NEWS | WEEK 4 | MAY 2022

GBS WORLD NEWS | WEEK 4 | MAY 2022

A leading independent Moroccan customer experience (CX), business process and medical outsourcing provider, Outsourcia, has confirmed a majority stake in its business has been acquired by SPE Capital, an independent equity firm focused on the Middle East and Africa region. Amounting to US$33 million, the deal will see SPE Capital taking over from AfricInvest, which has contributed both financially and strategically to the company’s development since 2016. Another notable acquisition …

GBS WORLD NEWS | WEEK 3 | MAY 2022

The share of consumers in Asia-Pacific (APAC) actively using digital banking has increased by 88% this year, compared to 65% four years ago, according to McKinsey’s 2021 Personal Finance Survey. The report is one of several highlighting how customers’ digital experience is reshaping …

GBS WORLD NEWS | WEEK 2 | MAY 2022

Unintegrated and inaccessible data, too much agent complexity and slow digital adoption are the biggest barriers to customer experience (CX) and agent productivity, according to a LiveVox and Omdia study, entitled “Are Agents Ready for the New Digital Reality?”. The study surveyed 530 customer-facing agents across key verticals including retail, …

 

GBS WORLD NEWS | WEEK 1 | MAY 2022

The week started with acquisition news in India, with Wipro, a leading business process outsourcing (BPO) firm, acquiring Rizing Intermediate Holdings, Inc., a global SAP consulting firm. The purchase will …

GBS WORLD NEWS | WEEK 4 | APRIL 2022

The week commenced with the acquisition of a Croatian-based provider of outsourced specialized services, heloo, by TaskUs, a global leader in outsourced digital services and next-generation customer experience (CX). heloo …

GBS WORLD NEWS | WEEK 3 | APRIL 2022

Following Russia’s invasion of Ukraine, global software giant, Infosys, has announced that it will be transitioning out of Russia, due to conflict-of-interest concerns directed at British finance minister, Rishi Sunek. …

GBS WORLD NEWS | WEEK 1 | APRIL 2022

Strong indications are suggesting US consumers are starting to spend more on in-person experiences, with experiential spending hitting 91% of 2019’s pre-pandemic levels, according to research findings from The NPD …

GBS WORLD NEWS | WEEK 3 | MARCH 2022

Following last week’s coverage of the Russia-Ukraine conflict within the outsourcing context, Gartner has released a guide of best practices for both global clients and operators of customer experience (CX) …

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 …

GBS WORLD NEWS | WEEK 4 | FEBRUARY 2022

The South African GBS fraternity was a huddle of excitement with the announcement of the 2021/2022 South Africa National GBS Quantification & Investment Report. The report profiles, analyzes and evaluates …

GBS WORLD NEWS | WEEK 3 | FEBRUARY 2022

Augmenting its existing investment in Africa, Amazon Web Services’ cloud contact center capabilities have been broadened with the deployment of Amazon Connect in Cape Town, South Africa. Amazon Connect offers …

GBS WORLD NEWS | WEEK 1 | FEBRUARY 2022

The week started with an industry acquisition when it was announced from India that business process management firm, Hinduja Global Solutions (HGS), will be acquiring Brisbane firm Diversify Offshore Staffing …

GBS WORLD NEWS | WEEK 4 | JANUARY 2022

Singaporean digital customer experience solutions provider, TDCX, announced its expansion into South Korea, the company’s fourth new market in two years. The expansion will strengthen TDCX’s Korean language capabilities and …

GBS WORLD NEWS | WEEK 3 | JANUARY 2022

Another partnership has emerged in South Africa, where global customer experience management firm, iSON Xperiences, has been appointed by MTN South Africa as their outsourced customer service provider. Combined with …

GBS WORLD NEWS | WEEK 3 | DECEMBER 2021

American business process outsourcing (BPO) provider, Conduent, has been announced as a market leader in Cloud HR Transformation Services by NelsonHall in its 2021 NelsonHall Evaluation and Assessment Tool (NEAT) …

GBS WORLD NEWS | WEEK 1 | DECEMBER 2021

Poor customer service threatens $4,7 trillion in annual revenue from global consumers who are dissatisfied with customer service. The 2022 Global Consumer Trends report by Qualtrics was compiled from interviews …

GBS WORLD NEWS | WEEK 4 | NOVEMBER 2021

Consumer impact on green economy initiatives has influenced Tink, one of Europe’s leading banking platforms, to partner with a Sustainability-as-a-Service provider, ecolytiq. Tink will offer customers sustainability products, such as …

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