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It was not a great start to 2023 for US financial services giant, Bank of America, as irate customers reported issues with payments processed via Zelle, a money transfer service, resulting in funds disappearing from their accounts. However, Bank of America has reacted and resolved the issue amidst a social media blitz from customers. The global […]

South Korean automaker, KIA, has warned dealerships in the US about poor customer experience (CX) performance in response to being ranked last out of 16 other major automakers in a customer sales satisfaction study by J.D. Power. The report gathered data from 37 000 consumers, asking them to share their experiences with various steps in […]

In 2019, there were an incredible 1.9 billion international trips made globally and the travel sector accounted for almost 1 in 10 jobs worldwide. Then, it all came crashing to a halt as borders closed and planes remained grounded. Essentially, the travel sector experienced two whole years of virtual non-operation. Of course, the pandemic was […]

What does the current economic climate mean for collections? As we go through one of the biggest periods of economic change since the global financial crisis in the late 2000s, almost every household in the UK is being impacted by the affordability crisis. According to the Office for National Statistics, 93% of adults in the […]

Rwanda has over 484 000 available youth (of which an estimated 62 000 speak English at a B2 proficient level). These young people are qualified – with work readiness training – to deliver Global Business Services/Business Process Outsourcing (GBS/BPO), according to the Rwanda GBS Case Study & Special Country Report, prepared by Genesis GBS and released by […]

Poor customer experience (CX) among Australian retailers is costing them AU$82 billion per year. As a result, retailers risk losing 7% of their potential revenue, according to data in the Qualtrics 2023 Global Consumer Trends report. Approximately 19% of interactions in the Australian retail sector are reported to be ‘’very poor’’ – an increase of […]

The week kicked off with the prestigious European Contact Centre & Customer Service Awards, which was held on the 21 November in London. The awards recognize enterprises, teams and projects across Europe that standout as leaders in delivering exceptional service to customers. Some of the prominent gold winners included 24-7 InTouch (Best New Contact Center), […]

In global customer experience (CX) news, financial institutions that generate personalized, innovative and trustworthy CX are more successful in acquiring new customers, retaining talent and achieving their financial goals, according to a research report commissioned by Genesys. The Challenge of Customer-Centric Banking Report also highlights the difficulty in achieving CX goals amid growing pressures for […]

A major data breach via a ransomware attack was reported by American collections provider, Convergent Outsourcing. Unauthorized actors have gained access to confidential and sensitive information, including customer names, contact information, financial account numbers and Social Security numbers. Convergent Outsourcing has been blamed for deploying weak data security measures. Meanwhile, there was positive news from […]

The UK customer experience (CX) market was rattled by the news that Deliveroo, a delivery company, was rated as the most disliked brand in the country, with 33% negative reviews, according to a Trustpilot report. Rudeness and dishonesty were some of the keywords describing Deliveroo’s contact center agents. To determine the rankings, review data on […]