GBS WORLD NEWS | WEEK 3 | JANUARY 2023
It was not a great start to 2023 for US financial services giant, Bank of America, as irate customers reported issues with payments processed via Zelle, a money transfer service, resulting in funds disappearing from their accounts. However, Bank of America has reacted and resolved the issue amidst a social media blitz from customers.
The global tech industry was also rocked with wave after wave of news reports that tech giants Alphabet/Google are laying off 12 000 employees, Amazon 18 000 workers, Microsoft 10 000 and Salesforce is cutting 7 000 employees from it’s workforce. The news comes after Twitter announced it would be laying off 3 700 workers and Meta/Facebook is axing 11 000 jobs. The tech companies mainly attribute the layoffs to “realignment” after “over-hiring” during the lock down periods of the pandemic.
Positive news emerged from Europe, where Capita, a global business process outsourcing (BPO) and professional services leader, signed a seven-year contract extension with freenet AG, a German telecommunications and web content provider. By signing this contract, Capita’s experience division will join forces with freenet AG to offer seamless customer service support through a variety of channels, including chatbots, email and social media.
A new report covering the Asia-Pacific (APAC) 5G and customer experience (CX) market has been released, which can be accessed through ResearchAndMarkets. The Asia-Pacific 5G and Customer Experience Strategies Report 2022 reveals key insights into industry trends, opportunities and strategic imperatives of 5G in boosting CX objectives. Yet, the report found that with the absence of adequate personnel holding essential skillsets, 5G’s influence on CX and 5G monetization is likely to remain restrained within the next 3-5 years.
In general news, Zendesk, Inc. recently unveiled its latest global CX Trends Report, which highlights immersive experiences as the go-to differentiator to help brands remain competitive and guarantee customers’ loyalty. The report revealed that 61% of customers demand experiences that are easy, effortless and seamlessly integrated. The report consists of data from nearly 3 700 customers and over 4 700 customer service and experience leaders, agents and technology buyers from 20 countries
In Jordan, the Queen Alia International Airport (QAIA) has been officially recognized as the first airport in the Middle East to achieve Level 3 of the Airport Customer Experience Accreditation (ACEA) issued by the Airports Council International World (ACI World). QAIA is now placed among only eight airports in the Middle East and 61 airports worldwide as an ACEA Level 3 airport.
More on the aviation front, Canadian air carrier, Canadian Jetlines announced its partnership with Boom Group Inc (BOOM), Western Canada’s leading employee and member rewards platform. With this partnership, travelers will be able to access the BOOM Rewards platform and purchase flights at a discounted rate on all future, as well as current routes by Canada Jetlines.