GBS WORLD NEWS | WEEK 4 | NOVEMBER 2022
The week kicked off with the prestigious European Contact Centre & Customer Service Awards, which was held on the 21 November in London. The awards recognize enterprises, teams and projects across Europe that standout as leaders in delivering exceptional service to customers. Some of the prominent gold winners included 24-7 InTouch (Best New Contact Center), Webhelp (Best Supporting Team – Customer), Ascensos and KFC (Best BPO Partnership – Small), Teleperformance (Best BPO Partnership – Large), and Concentrix and Grypp (Best Innovation in Customer Service). In the silver category, the Sigma ReachOut Team won an award for Best Small Customer Service Team.
Looking further at the European market, the disappearance of floundering customer experience (CX) teams and the consolidation of leading ones are one of several predictions made for the region by Forrester. Currently, 80% of European organizations do not view CX as being important, but at the same time enterprises in the region are struggling to address customer pain points. The erosion of CX differentiation and a surge in acquisitions among CX tech platform players are some of the other key predictions of the 2023 European CX landscape.
In a global sports event that is wracked in controversy, Qatar has onboarded telecoms giants, Ooredoo and Huawei, to boost CX during the FIFA World Cup 2022. From ensuring fast, reliable internet connections in stadiums and trains to immersive TV viewing to augmented reality assisted operations, both telecom providers are pulling all the stops to make this year’s global football event memorable for more positive reasons.
Speaking of controversy, US shoppers are becoming increasingly dissatisfied with CX delivered by Amazon, as indicated by ISI survey data. The percentage of customers who report being “extremely” or “very satisfied” dropped to 79% this year from a high of 88% nearly a decade ago. The survey also found that almost a third of Amazon shoppers regularly receive their delivery late or receive a product of poor quality.
Over in the APAC region, Medtronic, a leading provider of healthcare technology, has launched the Medtronic Customer eXperience Center (MCXC) in Singapore. The center will use extended reality (XR), augmented and virtual realities and robotics solutions to enhance the connection of the global healthcare community. Additionally, these network capabilities will provide access to immersive learning experiences, round-the-clock remote training and future healthcare technologies and innovation.
In South America, the Brazilian CX industry celebrated the recognition of Atento, a global provider of CX solutions, with the Frost & Sullivan 2021 Customer Value Leadership Award for delivering superior CX services and facilitating CX digitization in the Brazilian market. Atento offers CX outsourcing services, bolstered by an innovative CX model, which combines artificial intelligence (AI)-based products, optimized virtual hub, detailed analytics and consulting services.
Canada will play host to the Five9 CX Summit on December 1, 2022, followed by in-person networking events in Toronto, Montreal and Calgary. The event will explore industry trends, strategies and new solutions to move Canadian enterprises forward in migrating on-premises contact centers into the cloud. Issues of helping contact centers migrate to cloud platforms with greater ease will be one of many discussion points at the summit.
Although the global customer journey mapping software market is projected to achieve a noteworthy compound annual growth rate (CAGR) of 17.6% over the next four years, the Ukraine-Russian conflict has disrupted further potential growth gains. This was covered in the “Customer Journey Mapping Software Global Market Report 2022: Ukraine-Russia War Impact” by ReportLinker. An increased focus on improving data quality and security of customer data among global organizations is one of the major factors that will contribute to the global customer journey mapping software market’s growth from US$10,83 billion in 2022 to US$20,71 in 2026.