GBS WORLD NEWS | WEEK 1 | SEPTEMBER 2022
Customer experience outsourcing executives are getting ready for the 2022 CxOutsourcers Mindshare Event running from September 14 – 15 in Las Vegas, Nevada. The two-day exclusive conference for C-Level outsourcing professionals will share the latest research, strategy, content and best practice that will equip CX leaders in gaining a competitive edge and drive meaningful growth in their businesses. Keynote speakers announced to date include Anne Bibb, Indu Badlani, Brian Kearney, Ted Nardin, Lian Rowlands and Michele Rowan with Daniel Hong as Event Chair and MC. The group was co-founded by Mark Angus of Genesis and GBS.World with Peter Ryan of Ryan Strategic Advisory in partnership with Traci Freeman of Believe Consulting.
Another CX conference has just ended in Dubai, United Arab Emirates, where the FocusNetwork CX Evolve 2022 drew curtains on an insightful event with the dominant theme being the use of artificial intelligence (AI) to enhance rather than burden CX. Maya Nakhdjavani Rao, managing CX director at FedEx Express Middle East, Indian Subcontinent and Africa, pointed out that customers are demanding more personalized CX and that AI and machine learning can be effectively used to deliver exceptional outcomes.
In the US CX space, Alorica, one of the largest certified minority-owned providers of next-generation CX solutions, has been recognized as a Customer Experience Management (CXM) Leader in the Everest Group PEAK Matrix® Assessment 2022 in the Americas. Everest Group’s PEAK Matrix Assessments present comparative evaluations of providers, locations, products and solutions.
Another notable award was given in China where Teleperformance, a global provider of omnichannel business services, received the prestigious Great Place to Work® award. With a team of 5,000, Teleperformance China scored exceptionally well for overall trust, setting the benchmark high not only for business process outsourcing (BPO) industry providers, but companies across all vertical industries in China.
On a less positive note, a month’s-long hacking spree in the US-based customer engagement platform, Twilio, compromised more than 130 organizations and the credentials of over 10,000 employees. After successfully tricking employees into handing over their corporate login credentials, the hackers were able to access private customer data. The attack formed part of a wider hacking campaign known as ‘’Oktapus’’, whereby hackers target organizations that use Okta as a single sign-on provider.
A UK study conducted by Schroder Investment Solutions has found that 31% of financial advisors outsource more than half of their client portfolio management services to third-party providers. An increasing number of financial advisors are following this shift, whereby 17% of surveyed advisors indicated that they have increased their use of outsourced portfolio management solutions over the past year.
Canada’s largest full-service restaurant company, Recipe Unlimited, has partnered with mParticle, a leader in customer data infrastructure, to assist in implementing their digital transformation journey. mParticle’s Customer Data Platform will allow Recipe’s restaurant brands to efficiently manage their customer data sets, increase data privacy and security and implement insights to offer customized omnichannel services.