GBS WORLD NEWS | WEEK 2 | MARCH 2023

To help American consumers reach their goals and fuel their passion, Office Depot, a leading office supply retailer, has launched their brand platform, Imagine Success. The platform allows customers to share success stories, while also housing a content hub offering informational articles, studies and buying guides. The key objective of Imagine Success is to build strong, lasting relationships with Office Depot customers.

Another interesting innovation has emerged on the global customer experience (CX) scene, with Uberall, a digital marketing platform, integrating artificial intelligence (AI) and ChatGPT features across its CoreX platform. Blending these advanced technologies will help location-based businesses unlock revenue opportunities across key components in Uberall’s platform, including messages, reviews and local inventory solutions.

Up to 2 500 Canadians could be without jobs with the planned shutdown of Nordstrom stores across the North American country, as the retailer shifts its focus to drive profitability in the US market. Already Nordstrom Canada has commenced the winding down of its operations, obtaining an Initial Order from the Ontario Superior Court of Justice.

On the other hand, jobs will be created in Cape Town, South Africa following the announcement of Arvato CRM Solutions, a UK customer management specialist, launching a new delivery site in the city. Techsembly, an e-commerce platform and software provider supporting high-end hotel chains, will be the first client contract to be serviced out of Cape Town. Arvato will be delivering multichannel, multilingual 24/7 customer support services to Techsembly’s global clients.

Over in Europe, Orange Business announced its appointment by Lucid Motors, an American electric vehicle manufacturer, as their chosen European partner for its next-gen in-vehicle connectivity and digital expertise. This year, Lucid will be selling its full range of electric vehicles directly to customers in Europe with Orange Business providing infotainment and telematics connectivity. Furthermore, Orange has been a key partner for Lucid by streamlining their customer journey and mitigating regulatory complexities.

Ecuador-based BPONE, an outsourcing and consulting services specialist, has partnered with Esker, a global cloud platform and AI-driven process automation solutions provider, to bolster its digital transformation offerings for Central and Latin American (CALA) businesses. Combining BPONE’s comprehensive understanding of the CALA market with Esker’s cutting-edge technology, this partnership is poised to drive notable growth and impact both organizations in their mission to digitize the region.

The title of the top business process outsourcing (BPO) firm in Sri Lanka has been awarded to Emapta, a leading BPO services provider, according to an Outsource Accelerator industry index. Emapta was highlighted as having an innovative approach to sourcing the best talent and building dedicated teams for businesses across the globe. Sri Lanka is an emerging offshoring location offering highly skilled, low-cost labor, especially in the finance & accounting (F&A) and knowledge process outsourcing (KPO) horizontals.

This week’s successful GBS/BPO partnership

Intetics, a global IT outsourcing (ITO) organization, was commissioned by Desk-Net, a content calendar software provider, to develop an editorial management tool and provide ongoing support. The key objective was to help publishing houses plan their editorial departments’ work, ranging from appointment settings to managing stories. The contract was then expanded to accommodate communications teams and large organizations to meet their publishing demands. The Intentics team managed to reach 200 clients with over 24 000 monthly active users.