GBS WORLD NEWS | WEEK 3 | SEPTEMBER 2022

GBS WORLD NEWS | WEEK 3 | SEPTEMBER 2022

Every day, one South African has been hired by TransUnion since the launch of its business process outsourcing (BPO) centre in March 2021. The TransUnion Global Capability Centre Africa (GCC Africa) has employed over 500 South Africans, 70% of which are women. Avesh Singh, VP of operations and head of the GCC Africa highlighted how the local talent brings the best out of TransUnion’s flexible, always-on global workforce model.

Lexus Dealerships rank the highest in Canada in terms of customer service satisfaction among the country’s automotive dealerships, according to the newly-released J.D. Power 2022 Canada Customer Service Index—Long-Term (CSI-LT) Study. Revealing key trends and rankings in Canada’s automotive sector, the study ranked Mercedes-Benz and GM Dealerships second and third respectively in the customer service satisfaction index. Other key findings include how CX and convenience drive loyalty and that customer trust starts with great first impressions.

Making headlines again this week is the Philippines’ stand on its work-from-home (WFH) policy in its IT and BPO sector, whereby the country’s Fiscal Incentives Review Board (FIRB) has extended the 70% -30% hybrid work arrangement for BPO and ITO operators. A hotly debated topic between industry operators and public sector stakeholders since the waning of the pandemic, the Filipino government has deemed it necessary to retain the 70% on-site and 30% WFH arrangement until the FIRB conclusively decides on the Philippine Economic Zone Authority’s request to extend the WFH setup.

A first-of-its-kind innovative customer experience (CX) tool emerged from the US in the form of a single unified product that combines both data enrichment and CX tools for enterprises, developed by Blox.ai, a leading general-purpose AI platform. For the first time, organizations may create sophisticated CX using clean data, overcoming the last decade’s junk-in, junk-out difficulties. With this new software, product and technical teams can use pre-set models to organize data and create taxonomies in a matter of minutes, rather than months.

More news in the US, CxOutsourcers have confirmed [24]7.ai, Artemis Infinity, Thinscale Technology, Truiem, Ad Hoc Communication Resources and The CX Blockchain Institute as platinum and gold sponsors for the mindshare event on September 14-15 in Las Vegas, Nevada. In addition, more keynote speakers and panelists have been added to an already rich line-up of industry thought leaders, including Wiktor Doktór, Ann Harts, Andrew Wrobel, David Rumble and Mauricio A. Velasquez. More panelists will be announced in the run-up to the event next week.

Over in Europe, Capgemini announced the acquisition of Knowledge Expert SA (KE), a digital transformation service provider specializing in Pega technologies. The rationale behind the acquisition is to leverage KE’s digital strategies to enhance Capgemini’s capabilities in its digital CX offerings across Europe. KE’s client base will be absorbed into Capgemini’s client portfolio, expanding its exposure into the insurance, finance, pharma, consumer goods, energy and telecommunications vertical industries.

Strong growth is projected for the global telecom outsourcing market over the next five years, growing from a current valuation of US$149 billion to US$205 billion by 2027, achieving a compound annual growth rate (CAGR) of 6.47%, according to a report compiled by 360iResearch™. The report answers key questions pertaining to the impact of COVID-19 on the growth trajectory over the next five years and technology trends and regulatory frameworks shaping the industry.

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