GBS WORLD NEWS | WEEK 3 | AUGUST 2022
At the European Customer Experience Awards 2022, Fujitsu was recognized with a Gold award for its customer experience (CX) transformation by demonstrating significant and rapid CX improvements across the region. In less than two years into the program, Fujitsu’s CX Coaching approach and techniques have had a substantial beneficial impact on Net Promoter Scores, resulting in over $20 million in client wins and renewals. Other winners included Brenntag, Firstsource, T-Mobile and Vodafone.
The week started off with the confirmation of an exciting investment into Africa by GoGlobal, a rapidly-growing provider of global Employer of Record (EOR) services, who announced the establishment of an operation in South Africa. GoGlobal currently provides EOR services in the Americas, Europe and Asia Pacific. With its entrance into Africa, Go Global now has offices on six continents throughout the world.
Controls for detecting “suspicious trading activity” at an Indian outsourcing unit failed, contributing to a US$2.3-billion loss caused by a rogue trader at global banking giant, UBS, according to a joint investigation by British and Swiss regulators. This is the third time that outsourced key monitoring responsibilities by international banks (HSBC and Standard Chartered being the previous two) have come under scrutiny due to ineffective safeguards against fraudulent financial transactions.
However, some good news came out from India with a partnership announcement between US-based Trintech, an innovator in financial software, and IQ BackOffice, an Indian financial business process outsourcing (BPO) provider. Through IQ BackOffice’s adoption of Trintech’s Adra Suite as part of its financial solution, the collaboration aims to help businesses save time and reduce risk throughout the transaction matching process.
Staying on the topic of partnerships, Canada’s renowned pizza takeout, Pizza Pizza, has elevated its CX through collaboration with Captain AI to provide real-time order tracking via its app. Customers will be able to follow their pizza from the time their order is placed through the driver’s trip and right to their door. The new technology includes a management tool for restaurant owners, an AI-powered live dispatch app, and a driver app that uses AI to optimize efficiency, time and cost.
Exceptional growth gains will be achieved in the global Business as a Service (BaaS) market, which is projected to expand at a compound annual growth rate (CAGR) of 20.2% over the next ten years, according to a Future Market Insights Report. This market is currently valued at US$170800 million and it is expected to be worth US$1074100 million in 2032. As it stands, North America has the largest market share (33.6%) and IT and Telecoms are the dominant vertical industries, comprising a 23.5% share.