GBS WORLD NEWS | WEEK 1 | DECEMBER 2022
Poor customer experience (CX) among Australian retailers is costing them AU$82 billion per year. As a result, retailers risk losing 7% of their potential revenue, according to data in the Qualtrics 2023 Global Consumer Trends report. Approximately 19% of interactions in the Australian retail sector are reported to be ‘’very poor’’ – an increase of 7% compared to last year. Almost 40% of consumers reported that they will stop giving a brand their business after having just one bad customer service experience.
At the 2022 International Customer Management Institute (ICMI) Global Contact Center Awards, held in Orlando, US, Peak Support was named Best Outsourcing Provider of the Year. This award is given to teams that consistently elevate the experience for both customers and team members. So far this year, Peak Support has achieved notable growth and say their biggest differentiator is their capacity to serve clients experiencing high levels of growth.
For the 11th consecutive year, TELUS leads the Canadian telecoms industry with the fewest complaints amongst national carriers as confirmed by this year’s Commission for Complaints about Telecom-Television Services (CCTS) report. This achievement is reflected by the company’s Q3 2022 customer growth, including the addition of 347 000 total mobile and fixed customers, as well as 73 000 net additions of robust wireline customers.
More CX innovators were recognized in Johannesburg, South Africa, where winners were announced at the BCX Digital Innovation Awards for 2022 at the Sunday Times Top 100 award ceremony. The fourth annual edition reveals the creativity and ingenuity of the South African small-and-medium (SME), corporate and enterprise sectors. Ctrl Technologies was announced as the winner in the SME category, while Discovery Bank was awarded the top spot in the Corporate/Enterprise category.
Over in Europe, Vodafone Group Plc has reached an agreement with Dubber Corporation Limited, a leading conversational intelligence and unified recording platform, to offer recording and AI services directly from Vodafone mobile networks. The initiative will initially target Vodafone business customers in the UK and Germany. With Dubber, Vodafone will be able to record and use AI for conversations on mobile and unified communication services in multiple markets throughout Europe.
Expect significant growth gains over the next eight years in the global procurement outsourcing services market, which is projected to expand from its current value of US$2,7 billion to US$7,86 billion in 2030, according to findings in the Market Research Inc Global Procurement Outsourcing Services Market report. Despite the COVID-19 pandemic affecting key segments of the market, growth patterns and demands, the industry is expected to achieve a notable compound annual growth rate (CAGR) of 14.29% over the forecast period.