GBS WORLD NEWS | WEEK 1 | NOVEMBER 2021
South African business process outsourcing (BPO) providers, including iContact BPO South Africa, have been called by the UK energy regulator to manage the surge of new customers amid an energy crisis faced by the country. As pointed out by iContact BPO South Africa’s CEO, Clinton Cohen, it is not only an issue of restoring energy supply, but also managing the take-on of hundreds of thousands of new customers in a short space of time that is compounding the pressure on the UK energy sector. As a result, South African BPOs that are specialists in the energy vertical industry are being called to provide customer services for energy suppliers in the UK.
Meanwhile in Asia-Pacific, Japanese Global Business Services (GBS) giant, transcosmos, is adding an additional 350 workstations in its Kuala Lumpur KLCC site, which opened in April 2021 to expand its business growth in Malaysia. In total, transcosmos Malaysia has 600 workstations, providing services in 25 languages. transcosmos Malaysia offers a multitude of GBS services, including contact centers, digital marketing, e-commerce one-stop shop services, and IT outsourcing (ITO) services.
In Canada, Wipro has appointed Kimberly Watson as the new Country Head and Managing Director for Wipro’s Canadian operation. A veteran in the ICT field with over 30 years of experience, Watson’s focus will be on Wipro’s vision for business growth, localization, brand building and significant transformational and modernization engagements with clients in key sectors. Watson has previously held key leadership positions in major organizations, including IBM and Bell Canada, where she was recently the Vice President and General Manager for the Federal Market at IBM Canada.
In Eastern Europe, Polish-based agency, Cubaso, has partnered with European CX service provider, Clientship, to assist them in entering the Polish market. Cubaso assists local Polish companies to become more customer-centric by developing marketing capabilities modelling, co-creation, active customer service design, PR, and branding. The agency will do the same for Clientship to help them gain a foothold in Poland’s CX market.
The UK’s major airport, Heathrow International Airport, has announced a collaboration with Vertical Aerospace, a global aerospace and technology company that is pioneering zero-emissions aviation. Both organizations are exploring the potential use of Vertical’s VA-X4 electric vertical take-off and landing (eVTOL) vehicle by the mid-2020s. Reaching speeds of up to 321 kilometers per hour, Vertical’s piloted eVTOL will be able to transport four passengers from Heathrow to the City of London in 12 minutes, producing zero carbon emissions, with costs similar to what a taxi would charge.
Leading US-based customer experience (CX) and research technology company, Forsta, has been announced as the 2021 Customer Experience Innovation Award winner, presented by TMC’s CUSTOMER magazine, for its innovative Forsta Platform. The Forsta Platform is an agile, multi-channel software platform for CX insights that delivers software for Voice of the Customer (VoC), Voice of the Employee (VoE), and Market Research programs. The 2021 Customer Experience Innovation Award recognizes organizations that deliver exceptional CX through all channels.
In general news, a global research study compiled by digital experience leader, Acquia, has revealed that 94% of global marketers have changed digital customer experience (CX) strategy to meet new consumer expectations. The report surveyed 8,000 consumers and 800 marketers, shedding insight into how digital marketers have adapted to consumer behavioural shifts over the last 18 months, particularly during the COVID-19 pandemic.