Category: Weekly News

GBS WORLD NEWS | WEEK 2 | AUGUST 2022

India could lose its outsourcing edge to countries in Eastern Europe, according to Wipro board member, Jagdish Sheth, in an interview with the Economic Times. And yet Indian IT companies such as Infosys, TCS and Wipro are also turning to Poland, Hungary, Romania and the Czechia both for the talent and for the captives that are peppered across the region.

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GBS WORLD NEWS | WEEK 1 | AUGUST 2022

For the tenth consecutive year, American telecommunications giant, T-Mobile, has clinched the top ranking among Mobile Network Operators in the J.D. Power 2022 U.S. Wireless Customer Care Mobile Network Operator Performance Study. Scoring 26 points above the segment average, T-Mobile’s first place positioning is testament to its focus on delivering excellent

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GBS WORLD NEWS | WEEK 4 | JULY 2022

Customer experience (CX) scores for Malaysian brands is fairly average, scoring 3.8 compared to the Asia Pacific's (APAC) average of 3.9, according to the Infobip APAC study. Focusing on how people and automated engagement has evolved, the report also noted how neighboring countries such as Indonesia (4.1) and Thailand (4.2) had higher CX scores, while

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GBS WORLD NEWS | WEEK 3 | JULY 2022

Unleashed pent-up demand and lifestyle shifts influenced by the pandemic will be core drivers in an improved US travel industry outlook, according to the 2022 Deloitte Travel Outlook Report. This despite recent difficulties by air travel operators to manage spikes in demand. The report indicates that corporate travel is expected to improve gradually through

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GBS WORLD NEWS | WEEK 2 | JULY 2022

Customer complaints have reached an all-time high in the UK, costing businesses over £9 billion a month in staff hours, according to findings in the UK Customer Satisfaction Index (UKCSI). The index also revealed that 17.3% of UK customers have experienced a product or service problem. The quality and dependability (42.8%) and suitability (26.4%) of goods

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GBS WORLD NEWS | WEEK 1 | JULY 2022

Customer Experience (CX) quality has dropped for 19% of brands in the US this year, according to Forrester’s  (CX Index™) rankings for 2022. This is the highest proportion of companies to deteriorate in one year since the study's inception. Furthermore, CX quality has returned to early-2020 levels, reversing gains made in 2021. The drop is due to firms'

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GBS WORLD NEWS | WEEK 4 | JUNE 2022

Brussels was a hub of activity with delegates from Eastern Europe and other global regions attending the annual Future of Emerging Europe Summit & Awards 2022. The event recognizes and celebrates the region's achievements in sustainability, innovation and entrepreneurship. Additionally, the event celebrated the release of the 2022 edition of the 200-page

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GBS WORLD NEWS | WEEK 3 | JUNE 2022

It’s finally out! GBS.World has released the 2022 Africa GBS Buyers Choice Report. It follows on the success of the Africa GBS Benchmarking & Market Report and GBS World Competitiveness Index. Included in the report are buy-side demand trends and insights, based on interviews with enterprise buyers in Australia, Canada, Germany, France, the United

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GBS WORLD NEWS | WEEK 2 | JUNE 2022

There was interesting news from Munich, Germany, where Panasonic has established a Customer Experience Centre (CXC) on its Ottobrun campus. The 6,000 sq m facility is intended to assist Panasonic in interacting with B2B clients, trade partners, developers, start-ups and universities by providing numerous function rooms with special themes such as

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GBS WORLD NEWS | WEEK 2 | JUNE 2022

Global shopping trends may have altered over the past two years but pandemic behaviors are here to stay, according to Bazaarvoice's 2022 Shopper Experience Index. Consumers who were compelled to buy online in 2020 and 2021 are continuing to do so, while those returning in-store are turning to internet product research to assist them. The findings show where

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GBS WORLD NEWS | WEEK 1 | JUNE 2022

Concerned organizations and stakeholders in The Philippines IT-Business Process Management (IT-BPM) sector are in discussions about "hybrid work arrangements" and seeking a quicker return to on-site setup. Despite the government's order for ecozone locators to return to physical locations, over 440 firms have been given letters of authority by the Philippine

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GBS WORLD NEWS | WEEK 4 | MAY 2022

A leading independent Moroccan customer experience (CX), business process and medical outsourcing provider, Outsourcia, has confirmed a majority stake in its business has been acquired by SPE Capital, an independent equity firm focused on the Middle East and Africa region. Amounting to US$33 million, the deal will see SPE Capital taking over from

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GBS WORLD NEWS | WEEK 3 | MAY 2022

The share of consumers in Asia-Pacific (APAC) actively using digital banking has increased by 88% this year, compared to 65% four years ago, according to McKinsey’s 2021 Personal Finance Survey. The report is one of several highlighting how customers’ digital experience is reshaping traditional banking services and relationships in the region. As such,

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GBS WORLD NEWS | WEEK 2 | MAY 2022

Unintegrated and inaccessible data, too much agent complexity and slow digital adoption are the biggest barriers to customer experience (CX) and agent productivity, according to a LiveVox and Omdia study, entitled “Are Agents Ready for the New Digital Reality?”. The study surveyed 530 customer-facing agents across key verticals including retail, healthcare

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GBS WORLD NEWS | WEEK 1 | MAY 2022

The week started with acquisition news in India, with Wipro, a leading business process outsourcing (BPO) firm, acquiring Rizing Intermediate Holdings, Inc., a global SAP consulting firm. The purchase will expand Wipro’s capabilities as an advisor in complex SAP transformations to turn businesses into intelligent enterprises. Wipro stated that the

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GBS WORLD NEWS | WEEK 4 | APRIL 2022

The week commenced with the acquisition of a Croatian-based provider of outsourced specialized services, heloo, by TaskUs, a global leader in outsourced digital services and next-generation customer experience (CX). heloo delivers digital CX solutions to European technology companies, particularly in the e-commerce and gaming vertical industries. The

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GBS WORLD NEWS | WEEK 3 | APRIL 2022

Following Russia’s invasion of Ukraine, global software giant, Infosys, has announced that it will be transitioning out of Russia, due to conflict-of-interest concerns directed at British finance minister, Rishi Sunek. Infosys has already been shifting work away from its Russian centers to its operators outside of Russia, while all service contracts with

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GBS WORLD NEWS | WEEK 2 | APRIL 2022

Despite the conflict in Ukraine, buyers of IT outsourcing (ITO) services still see Eastern Europe as a hub for IT services, according to an iLounge article. A highly educated talent pool, time zone proximity, cultural affinity and affordability are some of the main attractions for nearshore and offshore buyers allocating work to Eastern European ITO

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GBS WORLD NEWS | WEEK 1 | APRIL 2022

Strong indications are suggesting US consumers are starting to spend more on in-person experiences, with experiential spending hitting 91% of 2019’s pre-pandemic levels, according to research findings from The NPD Group. Spending in general merchandise retail has remained elevated at 19% above pre-pandemic levels. Accessories, beauty and apparel are

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GBS WORLD NEWS | WEEK 4 | MARCH 2022

The Ukraine conflict has continued to put pressure on the country’s IT Outsourcing (ITO) sector, where ITO leaders are working together to mitigate the effects on projects and client partnerships. Operations have mostly shut down in Ukraine’s key ITO service hubs, including Kyiv and Kharkiv. Although Lviv has been serving as a haven for ITOs since the start

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