GBS WORLD NEWS | WEEK 4 | JUNE 2023

The Swiss merchant bank, MBaer, has outsourced its back-office and IT processes to Swisscom, utilizing their managed banking platform. According to MBaer Bank leaders, the decision was made to take advantage of Swisscom’s expertise so that the bank can focus on important business and client development needs.

All eyes were on Las Vegas, USA where the annual Customer Contact Week was hosted at Caesars Forum from June 19-22, 2023. CCW Digital released the results of its latest market study on CX trends, challenges, and opportunities at the event.  The research, based on the results of CCW Digital’s Annual Consumer Preferences Survey conducted in June 2023 with over 500 US-based consumers, examines sentiments regarding interactions and expectations with leading brands.

The global governance, risk, and compliance advisor in financial services, ACA Group, launched a comprehensive outsourced solution for investment firms to measure and report on performance. The offerings available through the new managed performance services include performance calculations, verification management, GIPS compliance oversight, risk statistics, and more.

CCI Kenya, one of the fastest growing BPO providers in Kenya, has published an article that discusses the topic of outsourcing key business processes to call centers in Africa. Identifiable benefits include lower staffing costs, international expansion, increased capacity, flexible contact hours, and 24/7 customer service. CCI will soon move to a purpose built, state-of-the-art office at Tatu City, creating more than 4,000 jobs for Kenyans.

Uzbekistan is set to host the Digital Leadership Forum event in early July. Leaders from top tech companies will be in attendance, with key speakers from around the world, and over 300 BPO and ITO company representatives. The event offers a platform for companies to showcase their capabilities as well as explore market opportunities.

Meanwhile, the AI, engineering, and design services company, Fractal Analytics (based in both Mumbai and New York), has launched the first-ever generative AI platform for digital sales. The platform, Flyfish, uses data-driven analytics to enable brands to build AI sales advisors instantly. These advisors can then deliver one-on-one, personalized shopping experiences for individuals based on purchase history and preferences.

INSIDEA, a leading platform in remote-work outsourcing, has appointed a new country manager in Canada. Marc Sidhom – with a proven track record in networking, partnership expansion, and implementing robust growth strategies ­– will be pivotal for driving the company’s growth in Canada.