GBS WORLD NEWS | WEEK 4 | JULY 2022
Customer experience (CX) scores for Malaysian brands is fairly average, scoring 3.8 compared to the Asia Pacific’s (APAC) average of 3.9, according to the Infobip APAC study. Focusing on how people and automated engagement has evolved, the report also noted how neighboring countries such as Indonesia (4.1) and Thailand (4.2) had higher CX scores, while Singapore lagged slightly at 3.7.
North America kicked off the week on a celebratory note, as Samsung Electronics America Customer Care was named the winner of the Best in Future of Customer Experience North America Awards by the International Data Corporation (IDC). Unum and Samson Inc. were named runners-up. These businesses demonstrated a keen understanding of the evolving nature of the connection between consumers and brands, as well as the role technology plays in supporting it.
Meanwhile, in Canada, Hikvision a leader in Internet of Things (IoT) solutions and surveillance technology, announced the grand opening of their new CX Centre in Vancouver, British Columbia. The new location has a suite of offices, technologies and Hikvision products to support clients throughout Western Canada in a variety of customer encounters, meetings and training.In a move that will certainly disrupt the global on-demand, cloud platform CX market, Microsoft has announced its AI-powered Digital Contact Center service that looks to disrupt those provided by AWS and Google. The Contact Center-as-a-Service (CCaaS) solution includes features from Microsoft applications such as Dynamics 365, Teams, Power Platform and Nuance.
Nigeria’s leading payment services bank, 9Payment Service Bank (9PSB), and SeerBit, a pan-African enterprise payment platform, have announced a strategic collaboration that will provide Nigerian individuals and businesses with access to financial services, while receiving optimal CX. The partnership aims to create a seamless payment and omnichannel banking environment for financial agents, merchants, end consumers and businesses.
Although showing signs of slowing down due to rising economic concerns, Europe’s IT and business services market delivered strong year-on-year (YoY) growth in the second quarter, according to Information Services Group’s (ISG) EMEA ISG Index™. The report revealed that Europe’s annual contract value (ACV) for the combined market (both managed services and cloud-based XaaS) will reach US$7 billion for the third quarter in a row. The YoY growth rate was up 18%, but it decreased slightly from the first quarter (0.5%).
In global news, 63% of consumers will still pay more for great customer service, despite rising inflation, according to a new report published by Invoca’s 2022 Buyer Experience Benchmark Report. The research looks at how customers’ expectations measure up to their brand experiences while making high-stakes purchases such as purchasing automobiles, undertaking home improvement projects and traveling.