GBS WORLD NEWS | WEEK 1 | AUGUST 2022
For the tenth consecutive year, American telecommunications giant, T-Mobile, has clinched the top ranking among Mobile Network Operators in the J.D. Power 2022 U.S. Wireless Customer Care Mobile Network Operator Performance Study. Scoring 26 points above the segment average, T-Mobile’s first place positioning is testament to its focus on delivering excellent customer experience (CX).
An alarming rise in customer enquiries in the UK is driving a demand boom for customer service staff, as pointed out by customer service outsourcer, Kura. There are just under 75,000 customer service vacancies that need to be filled, with firms scrambling to take on extra staff by offering flexible hours and attractive pay rates.
Social media was abuzz with the recent announcement by Ryan Strategic Advisory that the German remote-working specialist yoummday will acquire legacy European nearshore operator ICON. The deal marks the latest in consolidation activity that has taken place in the third-party CX ranks over the past several months. yoummday has made a strong strategic choice by acquiring ICON, which has a solid legacy in the CX delivery space.
Cape Town, South Africa is preparing for its first in-person CEM Africa Summit in two years in August, which will include CX-perts from globally and locally-renowned organizations, such as Nestlé, Old Mutual, Nissan, PNB Paribas, Global Voice of #CX and The CX Group. More than 1,000 delegates will arrive in the Mother City for the two-day event, starting on the 23 August.
Over in Canada, Shein, an e-tailer on social media platform, TikTok, successfully launched its first-ever pop-up in the North American nation. Over 4,000 consumers attended the three-day event held by the popular fashion/beauty/home online retailer. The e-tailor is aiming to eventually open a full retail experience store in Canada that will have sophisticated walk-in and check-out technology.
The Philippines welcomed Sitel Group’s Global Chief Operating Officer, Olivier Camino, who visited Sitel Philippines for the first time in over two years. The visit also comes in the wake of the company’s acquisition of SYKES, where it recently integrated the two group’s CX teams. Sitel group has five locations in the Philippines: Metro Manila, Baguio, Tarlac, Palawan and Cebu.
The global regulatory affairs market is forecasted to reach US$11.2 billion by 2026, growing at a compound annual growth rate (CAGR) of 12.69%, according to The Business Research Company Regulatory Affairs Outsourcing Global Market Report 2022. The growth in R&D activities for new vaccines, therapeutics and medical devices is one of the major factors propelling the industry’s market value gains.