GBS WORLD NEWS | WEEK 4 | MARCH 2023

The week started with exciting news in Canada, where Hinduja Global Solutions (HGS) Canada, a provider of digital customer experience (CX) and business process outsourcing (BPO) services, was officially certified as a Great Place to Work®. The certification is based on employee feedback on workplace culture using the Great Place to Work® Trust Index Score.

However, global consumers have 10% less trust in brands than they did in 2022, according to findings in the MediMath 2023 Consumer Privacy Survey. Data from the report reveals that brands must maintain trust through improvements in transparency. Data privacy is another key concern for consumers, as 65% ranked ‘misuse of personal data’ as the top reason they would lose trust in a brand.

In response to dramatic changes in CX demands over the last two years, European and UK enterprises are rapidly adopting new contact center technologies. This is according to the Information Services Group (ISG) 2022 Provider Lens™ Contact Center — Customer Experience Services report. Talent shortages caused by the disruption of work during the COVID-19 pandemic have made it harder for in-house contact centers to meet customer expectations. As such, enterprises in the region are increasingly shifting their contact centers to outsourced providers.

Another interesting report was released in South Africa by Santam, revealing why CX should be a priority for domestic brands. According to findings in the Santam 2022 Most Loved Local report, consumers expect good service (17%), value for money (15%) and quality products (14%) from the brands they choose to support. In addition, 22% of consumers ranked good overall experience as the most important factor when choosing a brand over another.

The top 12 CX influencers in the Asia-Pacific (APAC) region have been revealed by CX Network, who were hand-picked based on their valuable insights, practical tips and thought-provoking discussions, both on social media and in real life. Some of the region’s top CX influencers include Jason Bradshaw (Power of CEX), Laura Frazer (Frazer Tremble Executive) and David Jimenez Mairele (TNEX).

In the US, Sprinklr, a unified CX management platform, announced the release of 120 new customer service and 25 new artificial intelligence (AI) innovations for the Sprinklr Service product suite. Aimed to enhance omnichannel customer service, some of these innovations include predictive intelligence, impact analysis and AI-powered quality management. Sprinklr Service is an AI-powered Contact-Center-as-a-Service (CCaaS) platform enabling agents to seamlessly serve customers across digital, social and voice channels.