GBS WORLD NEWS | WEEK 1 | JUNE 2022

Concerned organizations and stakeholders in The Philippines IT-Business Process Management (IT-BPM) sector are in discussions about “hybrid work arrangements” and seeking a quicker return to on-site setup. Despite the government’s order for ecozone locators to return to physical locations, over 440 firms have been given letters of authority by the Philippine Economic Zone Authority (PEZA), which allowed remote work for 30 percent of their employees, according to the IT and Business Process Association of the Philippines (IBPAP).

By overhauling its product experience management (PXM) and product information management (PIM) systems British online fashion retailer, boohoo group, has increased operational efficiency and speed to market. The creation of a “single source of truth” throughout all its divisions has not only allowed the company to optimize efficiencies, but also expand into new categories such as beauty and home furnishings.

Canadian retail giant, Canadian Tire, is continuing to invest in its long-term omnichannel growth strategy, announcing a five-year collaboration with AI research facility, the Vector Institute. Canadian Tire is looking at how artificial intelligence-enabled solutions might create “a distinct and deeper CX in-store and digitally.” It continues the company’s recent emphasis on omnichannel spending, which includes CA$1,2 billion dedicated to “enhancing the connection of digital and physical channels and generating superior CX.”

A new free plan for in-app customer service and support has been announced by San Francisco-based Helpshift, which assists mobile-first firms. Feedback+, Helpshift’s new plan for in-app customer support, is the first phase of the company’s Metashift rollout. Feedback+ is a free package that allows app developers to gain new capabilities to improve their user experience (UX) by making it simpler for them to give feedback, report bugs and suggest improvements.

A technology firm founded in Egypt, Tactful AI, has been acquired by Dstny, a Brussels-based business communications firm. The new agreement extends Dstny’s product line while also aiding organizations in CX processes across both modern digital and traditional voice channels. For Dstny, the acquisition not only adds to their next-generation CX technology but also provides them with Tactful AI’s talent that will be folded into the company.

Some more exciting news was shared in the US, with the announcement of ModSquad, a global CX provider, as a Gold Globee® Award winner in the 9th Annual 2022 Sales, Marketing, Customer Success, and Operations Awards. The firm was heralded for its work with healthcare technology company, Kalderos. The Globee Awards are an international industry and peer competition honoring achievements in disciplines of individuals, teams, departments, organizations, products, and services.

In global news, 81% of customers want more self-service options, according to a NICE 2022 Digital-First Customer Experience Report. The study found that there are significant gaps between corporate and consumer perceptions of current digital and self-service channels. While 36% of consumers would like to see companies improve their self-service capabilities, only 11% of businesses are putting that at the top of their list.