GBS WORLD NEWS | WEEK 2 | OCTOBER 2021

GBS WORLD NEWS | WEEK 2 | OCTOBER 2021

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 be zero interruption in its operations. A rebranding process is underway

Singapore-based customer and employee experience SaaS company, CINNOX, has released the  Infuse Digital Experiences with the Right Dose of Human Touch report, revealing that although customer experience (CX) is a top priority for global brands, they are still failing to meet customer expectations. The report, compiled by Forrester Consulting on behalf of CINNOX, found that only 16% of surveyed consumers stated their expectations were exceeded. Customer experience sentiments were even lower in developed markets, including Singapore and Hong Kong.

Meanwhile, San Francisco, US-based digital signage and in-location experience solutions provider Raydiant has released the findings from their State of Deskless Work 2021 Report. The report surveyed 600 American brick-and-mortar workers who identified as non-desk employees that do not work at a desk the majority of the time. Bobby Marhamat, CEO of Raydiant, said: “Every smart company is focused on improving the customer experience but many are forgetting that these efforts must first begin with engaging the workers who directly engage with customers. A memorable customer experience begins with engaged employees.

American customer success leader, Totango, has obtained US$100 million in funding that will be used towards expansionary marketing strategies and product development, as well as other growth initiatives. Using software to help their clients design, optimize, and manage their customer journey cycle, Totango has experienced huge growth strides since their founding in 2010. Their rapid growth is attributed to the huge demand for their software, as companies are prioritizing the importance of customer success and digital engagements.

In its drive to digitally transform its operations, Canadian independent insurance brokerage network, Groupe Jetté Assurances, has adopted Applied Systems’ management software, serving as the company’s core system to optimize business processes. The software solution will enable the group to streamline its workflows and centralize information, significantly reducing administrative constraints. In addition, the switch to the software will integrate personal lines with commercial lines connectivity, enabling broader access to more insurers and thus being able to provide the best coverage for their clients.

In global news, the investment operations outsourcing market is expected to reach US$1,2 billion by 2025, according to the latest Investment Operations Outsourcing Market Report. A compound annual growth rate (CAGR) of 4.28% will be achieved during the forecasted period. When looking at pricing trends, the report indicates that due to the rise in substitutes and new entrants into the market, bargaining power of suppliers will be weakened.

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