GBS WORLD NEWS | WEEK 1 | OCTOBER 2021

GBS WORLD NEWS | WEEK 1 | OCTOBER 2021

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 the top spot in Review Rumble’s index.

In Ethiopia, Ethio Telecom, a state-owned enterprise (SOE), has released a Request for Proposal (RFP) to privatize 40% of the company. This is seen as a move to make the telecommunications SOE more competitive and open investment opportunities to grow the country’s telecommunications industry. As one of the fastest-growing economies in Africa, this will be a huge boon for the domestic GBS sector.

In European news, the “Benchmarking for 2021: Understanding the Life Science Customer Experience” report has been released, presenting the effects of the pandemic, what service providers need to change, and what COVID-19-related measures customers would like to continue to be a feature in the customer journey lifecycle. Over 800 scientists evaluated key customer touchpoints in the areas of products and customer services across a variety of suppliers.

American bank, First National Bank (FNB), a subsidiary of F.N.B. Corporation, took the top spot in the best mobile experience category as part of the Bank Customer Experience (BCX) Awards. Its first-place position was owed to its multi-channel Clicks-to-Bricks strategy, an integration of the digital bank to the in-branch, online and mobile banking experiences. FNB’s focus on deploying digital solutions has enabled the company to adapt to changes in technology, educate its customers, and streamline access to the bank’s products and services.

Toronto-based personalized video Software-as-a-Service (SaaS) company, Blue Rush Inc., has announced their partnership with Doxim, a leader in customer communications management (CCM) and engagement technology services. The partnership will bring Doxim’s IndiVideo interactive personalized video to be integrated into its broader platform, enabling highly personalized digital customer experiences. This will assist Blue Rush to enhance its influence in the customer communications management space.

More on the theme of customer experience (CX), a recent report published by the Economist Intelligence Unit reveals that banks are differentiating themselves through exceptional CX, as opposed to product and service offerings. The report shows that 81% of bankers will leverage off CX to attract more customers and be competitive. The prioritization of CX over products and services amongst global banks is said to stem from altered customer behaviour shaped by the COVID-19 pandemic.

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