GBS WORLD NEWS | WEEK 1 | MAY 2023

It has been found that 83% of global customer service managers have added – or plan to add – gig customer experience (GigCX) talent into their workforce over the next two years. This is a notable increase from 2022, where the figure stood at 72%, according to a Limitless GigCX survey. The portion of the 400 CX leaders that were surveyed that “know very little” or have “never heard of” GigCX dropped by 43%. Notably, 65% indicated that prospective customers would be more likely to buy a product if they could speak with a fellow customer before purchasing.

A new player has entered the CX arena in Bahrain following the launch of TOTAL CX, a provider of customer service contact centers. Catering to businesses of all sizes, the new operator will provide contact center services to a variety of vertical industries, such as financial services, telecoms, logistics, and hospitality. Among its basket of products and services, TOTAL CX will offer 24/7 multilingual support through call centers, chatbots, WhatsApp, and complaint handling.

Over in India, Tata Consultancy Services (TCS) has been recognized as a leader in Everest Group’s PEAK Matrix® report for Capital Markets Operations Services. The report emphasizes that TCS has maintained a balanced portfolio of loyal investment management and wealth management clients across different buyer sizes, thanks to its technology and advisory solutions and its broad expertise. Furthermore, the report mentions tat TCS is expanding its presence in the largest buyer geography in the capital markets domain, North America.

The largest retailer in the US, Walmart, has announced the sell-off of Bonobos, a menswear brand that it acquired six years ago, to the value of US$75 million – significantly lower than the original purchase price of US$310 million. The brand is being purchased by fashion retailer Express Inc. and by WHP Global, the management firm that owns retailers such as Toys “R” Us and Anne Klein.

More news emanating from the US this week: TTEC, a global CX provider, announced their expanded suite of artificial intelligence (AI) offerings, incorporating the latest in generative AI for its CX solutions. By leveraging its technological capabilities, partnerships, and proprietary intellectual property, the company’s solutions deliver instant AI-based solutions and a roadmap for an AI-enabled CX strategy that clients can use for the long term.

New CX leadership was confirmed with the onboarding of Stephen Humphreys as the new Business Head of UK and Europe for Xoxoday, a global SaaS fintech company. Humphreys has been tasked to elevate the firm’s CX with a global approach, scale the business, and execute global growth goals. Equipped with over 35 years of CX experience, Humphreys has established and directed several businesses with multi-regional and global operations in Europe, the US, and EMEA.