GBS WORLD NEWS | WEEK 1 | FEBRUARY 2023
A study conducted by Conversica, a provider of AI-powered conversation automation solutions, found that 60% of business-to-business (B2B) buyers that use chatbots did not have a satisfactory chat experience. The survey, titled Chatbot Experience: How Satisfied Are Enterprise Buyers?, also revealed that B2B buyers are turning away from traditional chatbots due to their simplistic capabilities that are limited to very early stages of interaction.
A leading Swiss and global multi-line insurer, Zurich Insurance Group, is moving its enterprise IT infrastructure to Amazon Web Services (AWS). By leveraging AWS’s international infrastructure, analytics and machine learning capabilities, Zurich can deliver digital CX and automated processes on a global scale to fulfill its worldwide digital strategy.
Another partnership has emerged in the US between global IT outsourcing (ITO) giant, Cognizant and NICE, a CX software provider, to help organizations accelerate their adoption of advanced CX solutions. With the pairing of Nice’s cloud-powered CX system and Cognizant’s consulting and business development proficiency, businesses can benefit from digitalization, analytics implementation and conversational AI integration.
Malaysia will be welcoming the region’s largest food delivery service, foodpanda, through a strategic collaboration with Alipay+, a third-party mobile and online payment platform. By joining forces, customers of foodpanda Malaysia can now benefit from the comfort of grocery and takeaway deliveries by utilizing Touch ‘n Go eWallet, one of the top mobile wallets in the country.
Accolades were won in Europe where Tata Consultancy Services (TCS) achieved the highest customer satisfaction rating in Germany based on an independent survey of customer experience officers (CxOs) from top IT spending organizations. TCS was ranked number one by clients in Germany, achieving a satisfaction score of 82%, well above the industry average of 74%.
Over in the Middle East, Eaton, a leading intelligent power management company, has launched its Customer Experience Centre (CEC) in Dubai. With on-site and virtual training available for all levels of expertise, Eaton offers resources covering design principles, emerging technologies and best practice to optimize applications utilizing their innovative power solutions. The Eaton CEC, located in the National Industries Park of Jebel Ali, is a groundbreaking facility that is the first of its kind outside Europe and America.
Candian-based ITO, CGI, and the National Bank of Canada have announced they are prolonging their partnership, as CGI purchased the intellectual property rights to the Bank’s in-house financial planning solution utilized by its financial advisors. To further spur advancement, CGI also sealed a 10-year SaaS agreement to deliver the solution to the Bank