GBS WORLD NEWS | WEEK 1 | JULY 2022

GBS WORLD NEWS | WEEK 1 | JULY 2022

Customer Experience (CX) quality has dropped for 19% of brands in the US this year, according to Forrester’s  (CX Index™) rankings for 2022. This is the highest proportion of companies to deteriorate in one year since the study’s inception. Furthermore, CX quality has returned to early-2020 levels, reversing gains made in 2021. The drop is due to firms’ diminished attention on customers, even though customers expect more from digital and hybrid encounters.

An existing partnership has strengthened in Denmark between Talkdesk, a global cloud contact center operator for customer-obsessed companies, and NetNordic Denmark, a system integrator in cloud to deliver a contact center solution for Nilfisk, a premium cleaning product manufacturer. The collaboration was driven by Talkdesk’s artificial intelligence (AI)-powered workforce engagement features, which will allow Nilfisk to improve both the agent and customer experiences.

Exciting news was announced in India, where Datamatics, a global leader in digital operations, technologies and experiences, was recognized by Gartner as a Niche Player in the Magic Quadrant for Finance and Accounting BPO by the Completeness of Vision and Ability to Execute. The assessment was based on specific criteria that evaluated the company’s overall Completeness of Vision and Ability to Execute.

Nigerian B2B Software-as-a-Service (SaaS) start-up, Simpu, launched a holistic omnichannel inbox that allows businesses to communicate across various customer touchpoints. The omnichannel solution enables companies to interact with clients over a variety of channels such as email, SMS, iMessage, Facebook Messenger, WhatsApp, Instagram and Twitter. Simpu’s omnichannel mailbox has a distinctive feature in that it eliminates the requirement to access numerous platforms or apps on a daily basis.

Over in the Caribbean, the Global Services Association of Jamaica (GSAJ) elected Anand Biradar, senior vice-president and chief executive officer of Hinduja Global Solutions (HGS), as its president. He succeeds Gloria Henry of the Port Authority of Jamaica (PAJ), who served an unprecedented five terms due to the coronavirus epidemic.

In general news, the global Recruitment Process Outsourcing market reached a value of US$8.4 billion in 2021 and is anticipated to reach US$25 billion by 2028, with a CAGR of 17% over the next 5 years, according to a recent report made available on the Absolute Reports platform. Alexander Mann Solutions, Manpower Group, ADP and Allegis Group are some of the key players mentioned in the report.

The Global Gamification Market size is expected to reach US$58.8 billion by 2028, rising at a market growth of 26.8% CAGR during the forecast period. Gamification is fast becoming a method for improving systems, services, businesses, and events to create experiences similar to those found in video games to motivate and involve users. It is usually accomplished by employing game design features and ideas such as mechanics and dynamics in non-game situations.

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