GBS WORLD NEWS | WEEK 3 | JUNE 2023

IT research and advisory company, Forrester, released a report outlining United States CX Index™ rankings. It highlights the concerning decline in CX quality for a second consecutive year. It also showcases that although 80% of business leaders indicated improved CX was a top priority, only 6% of brands actually achieved on these goals of increasing CX.

Global provider of critical digital infrastructure, Vertiv, has announced the opening of a new head office in Johannesburg, South Africa. Customers can expect various product and service offerings, such as intelligent IT infrastructure, advanced UPS devices, and a virtual reality experience with Vertiv products.

Global recruitment process outsourcing (RPO) company, PeopleScout, has been named as a leader in Everest Group’s RPO Services PEAK Matrix® Assessment 2023. This is the fifth consecutive year that PeopleScout has been included, cementing its position as a leading RPO and talent-solution provider.

Microsoft, the multinational tech giant, has announced that top AI experts are being moved from Beijing to Canada to support the successful development of a new lab. The move is speculated to be related to concerns of losing top talent to Chinese tech groups.

Tech Mahindra, a multinational IT services and consulting company based in India, has announced its partnership with digital-workplace-automation provider, Espressive. This collaboration is expected to enhance CX and cost savings, through the use of an AI-based virtual support agent: Espressive Barista. The natural language processing and machine learning capabilities will deliver personalized customer interactions.

London-based talent solutions firm Alexander Mann Solutions (AMS) launched its RPO operating system, AMS One. The digital platform will enhance user experiences, using AI analytics to provide important data for the identification of talent pools that are both of high quality and diverse.