Blog
Research Sheds Light on Global Business Buying Pain Points Global business buyers face many pain points and challenges when finding suitable service providers. Research conducted by GBS.World noted that they must often wait up to three months (48%) or 6 months (7%) before they find a right-fit supplier. When asked what pain points they experience […]
A global survey of 690 CX executives and 2,629 consumers over the age of 18 analyzes trends in consumer expectations, where businesses are getting it right — and where they’re getting it wrong. Commissioned by Genesys between April and May 2021, the “State of Customer Experience” report is the second iteration of a survey first […]
Asian Pacific consumers expect a ‘human touch’ in customer experience (CX), according to a research report by Forrester. Despite strides in digital transformation and the deployment of more efficient self-servicing channels, the 1,200 customers surveyed across Australia, Hong Kong, Indonesia, Malaysia, the Philippines, and Singapore have indicated that businesses have neglected the human element in […]
South African business process outsourcing (BPO) providers, including iContact BPO South Africa, have been called by the UK energy regulator to manage the surge of new customers amid an energy crisis faced by the country. As pointed out by iContact BPO South Africa’s CEO, Clinton Cohen, it is not only an issue of restoring energy […]
Indian information technology services and consulting company, Tata Consultancy Services (TCS), has partnered with Heritage Life Insurance Company, a U.S. insurance and reinsurance services provider, to revolutionize customer experience for policy holders. TCS conducted an analysis of Heritage Life Insurance Company’s entire customer journey, developing a solution in the form of a platform that gives […]
In North America, globally renowned video teleconferencing provider, Zoom, has decided to abort its acquisition of Five9, a leading cloud contact centre platform, as Five9 shareholders rejected the deal. This would have been the second-biggest tech deal of the year, valued at US$14,7 billion, where Zoom had the opportunity to rapidly increase its capabilities after […]
South African digital transformation giant, Altron Peoples Solutions, has been acquired by iSON Xperiences Ltd, a leading global CX management firm. Taking effect on October 1st, the acquisition is part of iSON Xperiences’ strategy to expand their foothold in the African market. Since Altron was purchased as a going concern, management assure that there will […]
High Performer, Proficient and Capable African countries ranked by global buyers The GBS World Competitiveness Index was launched to a globalaudienceon August 26, 2021, in an industry webinar hosted by GBS.World, Knowledge Executive and Genesis. The index and rankings were drawn from extensive survey data from the annual Knowledge Executive GBS Vertical Industry Demand Survey. […]
Australian offshoring company, BruntWork, has been named the top outsourcing company in Australia by Review Rumble. BruntWork assists Australian businesses scale their operations in sales, support, and web development through source low-cost, high-input talent in the Philippines. Their ability to service both large, listed companies and emerging start-ups was the prime factor in BruntWork receiving […]
Speech analysis can deliver real business benefits when correctly calibrated Competitive pressures and increased emphasis on customer experience (CX) have transformed contact centre service providers into ‘’data hungry’’ organisms. Many have calibrated speech analysis tools to capture, internalise and gather value. Speech analysis software examines conversations via phone, text, email, social media, and web chat. […]
