Category: Weekly News

Customer experience outsourcing executives are getting ready for the 2022 CxOutsourcers Mindshare Event running from September 14 – 15 in Las Vegas, Nevada. The two-day exclusive conference for C-Level outsourcing professionals will share the latest research, strategy, content and best practice that will equip CX leaders in gaining a competitive edge and drive meaningful growth […]

Approximately 38% of US consumers do not feel any loyalty to a brand and will easily switch to a competitor, according to findings in the TechSee 2022 State of Customer Loyalty and Churn. Focusing on the on the impact of the pandemic on consumer behaviors, the report also found that 43% of US customers switched […]

At the European Customer Experience Awards 2022, Fujitsu was recognized with a Gold award for its customer experience (CX) transformation by demonstrating significant and rapid CX improvements across the region. In less than two years into the program, Fujitsu’s CX Coaching approach and techniques have had a substantial beneficial impact on Net Promoter Scores, resulting […]

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 […]

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 customer experience (CX). An […]

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 […]

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 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 […]

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 […]

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 Future of IT […]