GBS WORLD NEWS | WEEK 2 | JULY 2022
Customer complaints have reached an all-time high in the UK, costing businesses over £9 billion a month in staff hours, according to findings in the UK Customer Satisfaction Index (UKCSI). The index also revealed that 17.3% of UK customers have experienced a product or service problem. The quality and dependability (42.8%) and suitability (26.4%) of goods and services were some of the most common causes of complaint.
When considering customer experience, and in the hopes of achieving a competitive advantage, Indian Hotels Company (IHCL), the country’s largest hospitality firm, has partnered with Genesys®, a cloud leader in customer experience (CX), to go on a digital transformation journey with IHCL’s Digital Omni-Channel Contact-Centre Solution (Project I-DOCS). The goal of the project is to evaluate IHCL’s contact center strategy and improve customer engagement by implementing the Genesys Multicloud CXTM, a full-featured omnichannel solution.
The US banking sector received an innovation boost through the next-gen cloud-native digital banking platform, Technisys, where it has linked its platform with Microsoft Cloud for Financial Services. This will give financial firms the ability to differentiate and redefine CX throughout end-to-end, cloud-native finance services technologies, speeding up a bank’s digital transformation. This integration allows banks with up to 150 million customers to scale effectively.
Across the border in Canada, Porsche Financial Services Canada will be offering Porsche Insurance, a customized insurance offering developed for vehicles offered by the premium sports car brand. This is the first of its kind for Porsche in Canada, allowing drivers to build customized insurance solutions based on their specific requirements and enhancing overall CX.
In an effort to also enhance service quality, Qatar multinational telecommunications company, Ooredoo Group, has revealed its partnership with international communications company, BICS. The collaboration aims to create an innovative voice business model that will deliver new solutions in artificial intelligence, machine learning and fraud protection. The agreement will involve a phased deployment plan for Ooredoo Group operating companies across its global footprint commencing in the second half of 2022.
The global document outsourcing market is expected to grow to US$15.42 billion from 2020 to 2025, accelerating at a compound annual growth rate (CAGR) of 5.32%, according to findings in Technavio’s 2022 Document Outsourcing Market Report. Global enterprises are increasingly turning to document management outsourcing to eliminate time, money and hassle associated with in-house document management services.