GBS World News | Week 4 | September 2021

GBS World News | Week 4 | September 2021

South African contact center, Outworx, has recently announced its partnership with Concentrix, a global customer experience (CX) leader. Outworx will provide contact center services for Concentrix, bringing in new business from some well-known global brands to the South African operator. The partnership will benefit Concentrix through experience of the local market, while Outworx will gain valuable expertise from the global CX giant.  

Another South African contact center, CCI South Africa, will be expanding into Rwanda and Dubai, setting up its first site in the Rwandan capital of Kigali and establishing a new global headquarters in the UAE city. These new additions will mean the company will have a delivery point portfolio of eleven sites, employing over 11,000 people.  

As part of its efforts to accelerate digital transformation in the Southeast Asian and Indian markets, Nike has launched its first free brand app to give its users personalized access to Nike’s product offerings. The app is available in Singapore, Thailand, the Philippines, Malaysia, India, Taiwan, Vietnam, and Indonesia, which form a combined 30% contribution to Nike’s total app downloads.

In the UAE, SupplyMe, a new B2B platform connecting food suppliers to retail and hospitality businesses, has officially launched. The start-up’s aim is to assist the F&B industry to digitally transform their operations and vastly improve their customer experience (CX). Additionally, it will allow suppliers to effectively list their products, acquire new customers, and provide flexibility in pricing. The SupplyMe application is available on Google Play Store and App Store.

Across in the U.S., there is another B2B platform driving creativity in the industry, but in the rental technology market, with CaaStle launching its Modern Mom Style Box product, the first clothing rental service designed specifically for mothers. Defined as a Clothing-as-a-Service (CaaS), CaaStle has partnered with Modern Mom Probs to provide a platform for members to share their versatile clothing in a virtual wardrobe to provide options for the modern mom to elevate their clothing line.

One of Europe’s largest retail companies, Colruyt Group, is adopting an advanced, cloud-based network to connect all their supermarket retail stores. The cloud solution is being provided by Extreme Networks, Inc., where its key objective is to help Colruyt employees and customers have a much imporved mobile experience. In addition, insights and analytics will be leveraged from ExtremeCloud™ IQ, Extreme Networks’ cloud management solution.

Canadian e-commerce startup, Bonsai, has been named amongst the top 5 in LinkedIn’s 2021 Top Startups List in Canada. LinkedIn Top Startups ranks the newest and fastest -growing companies that are disrupting the market and those that have the top talent. The publisher and merchant digital platform owed its recognition to their fostering and inclusive work environment, which drives its employees to help build a future-thinking e-commerce company.

In general news, 58% of brands only focus on customer journey from a campaign level, not holistically, according to a Winterberry Group report, the Evolution of Customer Journey Management, For Marketing and Beyond.  The research presents insights into the prevalence and maturity of customer journey management, pointing out that only a few brands fully understand the customer need and the resources required to deliver a solution at a particular touch point.

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