GBS WORLD NEWS | WEEK 3 | FEBRUARY 2023
Although American consumers have returned to physical retail stores, a considerable portion of them – 40% – find the experience “less enjoyable” than before the pandemic began in Spring 2020. This is according to findings in the Theatro 2023 Retail Customer Experience Survey. Those expressing dissatisfaction attributed their experiences to a lack of staff and poorly trained customer service employees. Conducted in January 2023, the survey polled 600 US consumers.
As part of its growth strategy into Africa and Europe, Alorica, a global customer experience (CX) solutions provider, is launching delivery sites in Cairo, Egypt and Łódź, Poland. The expansion will enable Alorica to meet the growing global demand for multilingual customer care, revenue generation, content moderation, tech support and CX consulting. To access top talent, Alorica has strategically established its contact center in Sheikh Zayed City near Cairo’s top universities. Its Łódź operation is situated near Warsaw, which has a large pool of available graduates.
After a decade of operating in the Philippines, Zomato, an Indian restaurant aggregator and food-delivery company, is ceasing its operations. Although the reasons for the exit have not been confirmed, Zomato is reported to have experienced consistent losses in the Philippines. The Asia-Pacific region has also seen the closure of two other major food delivery services, including the UK’s Deliveroo and Australian-born Voly.
In global news, the Incisiv 2023 Omnichannel Customer Service Index indicates that 91% of customer service agents provide in-depth product knowledge, while only 34% provide a personalized experience. The results of the index show that customers have a wide range of expectations when it comes to customer service and chatbots are now one of the most popular ways for them to communicate with brands.
In America, Google and Uber have confirmed their extended partnership, where Google will support Uber to modernize its data cloud infrastructure and redesign CX for Uber customers, drivers and merchants. Through this collaboration, Uber will migrate its essential infrastructure to the Google Cloud and gain access to a range of capabilities, including Ads and the Google Maps Platforms.
The UK arm of Hinduja Global Solutions (HGS), a global digital CX provider, has appointed Patrick Elliott as the Chief Executive Officer (CEO). Centrally located in London, Elliott will serve as an integral part of HGS’ Global Advisory Board by providing invaluable insights and helping to expand the business’s footprint. Additionally, he will be closely involved with corporate strategic planning.