GBS WORLD NEWS | WEEK 1 | MARCH 2022
Opening the week on a celebratory note was San Francisco-based sales engagement platform, Groove, being awarded two 2022 Stevie® Awards for Sales & Customer Service. For the second year in a row, Groove received a Silver Stevie Award for “Front-Line Customer Service Team of the Year” and a Bronze Stevie Award for “Customer Service Department of the Year”.
In the Far East, Philippines-based business process outsourcing (BPO) provider, FilWeb Asia, obtained ISO Certification which will assist in not only expanding its domestic presence but also its global reach. The 9001:2015 ISO Certification is a key differentiator for the firm and will enhance the service delivery of FilWeb’s IT Outsourcing (ITO) and Knowledge Process Outsourcing (KPO) divisions.
An acquisition took place in Canada, with Mobi724 Global Solutions, an artificial intelligence (AI)-powered payment card solution, entering into a US$4 million purchase agreement with Avenida+, a white label market and eCommerce provider. Avenida+’s current links to banks and a card base of 24 million payment cards were some of the enticing factors that led to Mobi724’s decision to acquire the company.
Global players have access to additional insights on the European Customer Experience (CX) market through the release of the Frost RadarT: European Customer Experience (CX) Outsourcing Services, 2021 report. Not only does it reveal the market positioning of 9 companies using Growth and Innovation scores, but also analyses the consolidation of the European CX market, primarily due to the acquisition of large companies over small firms.
In an effort to boost financial inclusion and digital financial user experience (UX) in Cote d’Ivoire, telecom operator, Orange, in partnership with Yabx Netherlands, a fintech provider, and Cofina Cote d’Ivoire, a local financial institution dedicated to meso-financing, will be facilitating smartphone financing for Orange customers in the West African country. Financing options will enable Cote d’Ivoire residents to gain instant access to smartphones affordably, connecting them to 4G internet that is required for a more seamless digital customer journey when purchasing products and services from financial services providers.
In general news, global companies still have their work cut out for them regarding closing the CX perception gap between themselves and their customers, according to survey data published by Acquia, Emplify and SAS. Over 82% of marketers believe they meet customer expectations regarding CX; however, only 10% of surveyed customers strongly agreed that most brands meet their expectations.