GBS WORLD NEWS | WEEK 2 | APRIL 2023
Although the US Government is considering the ban of popular social media app, TikTok, the Biden Administration is looking to use the app to influence young voters. Biden’s campaign team is working with hundreds of TikTok and Instagram influencers across regional communities to help communicate Biden’s policy agenda. However, this strategy is unlikely to lessen the possibility of a TikTok ban in the US.
One in ten Canadian business owners switched banks at least once between 2019 and 2022, 50% stating poor customer experience (CX) as the reason, according to a report by the Canadian Federation of Independent Business. This was especially the case for small business owners, who indicated that the service they received from large banks did not meet their expectations.
A leading bank in the Middle East, Gulf Bank, will be the first financial institution to offer drive-through Interactive Teller Machines (ITMs) and ATM services in its Sharq branch in Kuwait City. The ITM will enable Gulf Bank customers to rapidly access their accounts and banking services without the hassle of searching for parking or even having to get out of their car.
Another interesting innovation was launched in the UK, where book users can exchange their books via a vending machine free of charge, according to a BBC report. Over 600 books have already been dispensed from a glass front machine in the Manchester Corn Exchange shopping mall. There are no limits to the number of books a user can exchange; however, they are limited to bringing five books, to begin with.
More exciting news came out from the Middle East with the announcement of Dubai Airports winning two major accolades with its integrated contact center being recognized with a Gold Stevie® Award and an International Business Excellence Award (IBXA). Special recognition was made to Dubai Airports’ Omni-Channel 24/7 Bilingual Contact Center, as well as improving CSAT ratings by 8.6% to 96.5%.
Global CX and Contact-Center-as-a-Service (CCaaS) organizations, such as Five9, are leveraging artificial intelligence (AI) and large language models to transform the way of servicing customers. Five9 recently announced the launch of its newest product, Agent Assist 2.0, an AI-powered tool designed to enhance the customer support experience in contact centers. The real-time insights and guidance during customer interactions offered by the solution enable agents to provide personalized and accurate CX.
US-headquartered CX solutions provider, Startek, was recognized as the Outsource Partner of the Year at the 2023 Excellence in Customer Service Award presented by Business Intelligence Group. The Business Intelligence Group hosts an annual awards program that honors companies, executives and products that excel in customer service and communication with customers.
This week’s successful GBS/BPO partnership
A large construction group in Canada, PCL Construction, entered a partnership with Vietnamese IT outsourcing (ITO) firm, FPT Software, to develop cost-effective technology solutions to boost the capabilities of PCL Construction personnel. FPT Software supplied developers for the PCL team, provided first-cut passes on application development and provided testing and automation services. PCL Construction reported that the partnership was successful due to the speed and level of expertise in delivering the technology solutions.
