GBS WORLD NEWS | WEEK 3 | NOVEMBER 2022

In global customer experience (CX) news, financial institutions that generate personalized, innovative and trustworthy CX are more successful in acquiring new customers, retaining talent and achieving their financial goals, according to a research report commissioned by Genesys. The Challenge of Customer-Centric Banking Report also highlights the difficulty in achieving CX goals amid growing pressures for personalized services as the world enters a recession, as confirmed by 72% of surveyed financial CX leaders. Home health customers in the US can expect improved CX through Best Buy’s investment in Coeus h3c. This includes the deployment of their Home Health Hybrid Cloud (h3c) to elevate customer access to the full benefits of Best Buy’s home health devices and solutions. h3c is the first end-to-end solution that is modelled on addressing specific pain points that have constrained end-user success with home health solutions. The Southeast Asian arm of Wipro, a global technology services and consulting provider, has appointed Ankush Saigal as the firm’s new regional Head of the Telecom Industry Sector. Ankush will oversee Wipro’s business expansion in the telecom sector throughout Southeast Asia. Before Wipro, Ankush was with Accenture where he had to expand technology sales for Communications, Media and HiTech Industries. He also drove go-to-market (GTM) campaigns with notable ecosystem partners along with managing key clientele relationships. Kuwait’s first shareholding company and indigenous bank, the National Bank of Kuwait (NBK), has deployed a Contact-Center-as-a-service (CCaaS) platform supplied by Avaya, a US-based technology provider, to digitally transform its contact center. This allows NBK to provide customers with convenient, personalized experiences through a variety of touchpoints. NBK’s CCaaS solution aims to significantly improve the time-to-market for new, advanced banking services. In the face of changing business requirements, enterprises in the Nordic region are increasingly turning to IT outsourcing (ITO) providers to transform application development outcomes, according to Information Services Group’s (ISG’s) recently published 2022 ISG Provider Lens™ Next-Gen ADM Services report. Cloud migration, the need for simpler application landscapes and the importance of sustainability (which is of particular concern in the Nordics) are some of the major challenges organizations in the region feel can only be addressed by more agile ITO operators. Canada’s largest privately held homebuilders, Empire Communities, was recognized at the 2022 CustomerInsight H.O.M.E Awards with six awards for CX excellence. The Home Owner Mark of Excellence (H.O.M.E) Awards is an annual competition for builders across North America that celebrates excellence in the homeownership experience. Winners are determined from the results of multiple surveys at various stages of the customer journey.