GBS WORLD NEWS | WEEK 4 | AUGUST 2022

GBS WORLD NEWS | WEEK 4 | AUGUST 2022

Approximately 38% of US consumers do not feel any loyalty to a brand and will easily switch to a competitor, according to findings in the TechSee 2022 State of Customer Loyalty and Churn. Focusing on the on the impact of the pandemic on consumer behaviors, the report also found that 43% of US customers switched products or cancelled a contract due to poor customer service in 2022, a 10% increase from pre-COVID 2019.

To boost customer experience (CX) and retain customers in Canada, Tulip, a leading tech retailer, has deployed a point-of-sale (POS) system that has integrated with Moneris’ payment platform, the country’s largest processor of debit and credit card payments. Canadian retailers can now modernize their checkout experience with the integration, which connects Tulip’s enterprise POS software to the Moneris payment terminal and allows them to do so straight out of the box.

Another Canadian firm grabbed attention this week, this time in South Africa where Canadian tech start-up, CostCertified, has opened its global headquarters in Cape Town. CostCertified is a provider of cost estimating software for the residential construction industry. Over the next two years, the firm will be employing 300 people. CostCertified founder and CEO, Mike Bignold, says there is a scramble for local South African talent, emphasizing that the country’s most attractive resource for international businesses is its people. 

Irish IT services and consulting firm, Accenture, is using the metaverse to change the CX game, believing that it will deeply impact consumers, workers and the systems and processes that operate the entire enterprise. In fact, Accenture has teamed-up with Google to co-create more personalized experiences for clients by developing new products and services that are unparalleled.

Personalized CX is becoming a big deal globally, especially through messaging apps, as confirmed by 90% of businesses recognizing that messaging apps are important for success, according to a recent study from Meta and Boston Consulting Group (BCG). Businesses are communicating with customers more frequently than ever. Over 40% of respondents in the report claimed they messaged businesses more regularly than they did before the pandemic, with around a third doing so at least once per week.

Over in India, global business process services giant, Teleperformance, has appointed Anish Mukker as the CEO for its India operations. Mukker’s primary focus will be on high-growth revenue strategies that expand the company’s reach so Teleperformance can serve clients and their customers from anywhere. The incoming CEO has built successful growth businesses, from building Amazon’s operational presence in India to growing Australia’s BFS business tenfold within 6 years.

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