Category: Weekly News
It’s finally out! GBS.World has released the 2022 Africa GBS Buyers Choice Report. It follows on the success of the Africa GBS Benchmarking & Market Report and GBS World Competitiveness Index. Included in the report are buy-side demand trends and insights, based on interviews with enterprise buyers in Australia, Canada, Germany, France, the United Kingdom […]
There was interesting news from Munich, Germany, where Panasonic has established a Customer Experience Centre (CXC) on its Ottobrun campus. The 6,000 sq m facility is intended to assist Panasonic in interacting with B2B clients, trade partners, developers, start-ups and universities by providing numerous function rooms with special themes such as electro-mechanical components. Approximately 74% […]
Global shopping trends may have altered over the past two years but pandemic behaviors are here to stay, according to Bazaarvoice’s 2022 Shopper Experience Index. Consumers who were compelled to buy online in 2020 and 2021 are continuing to do so, while those returning in-store are turning to internet product research to assist them. The […]
Concerned organizations and stakeholders in The Philippines IT-Business Process Management (IT-BPM) sector are in discussions about “hybrid work arrangements” and seeking a quicker return to on-site setup. Despite the government’s order for ecozone locators to return to physical locations, over 440 firms have been given letters of authority by the Philippine Economic Zone Authority (PEZA), […]
A leading independent Moroccan customer experience (CX), business process and medical outsourcing provider, Outsourcia, has confirmed a majority stake in its business has been acquired by SPE Capital, an independent equity firm focused on the Middle East and Africa region. Amounting to US$33 million, the deal will see SPE Capital taking over from AfricInvest, which […]
The share of consumers in Asia-Pacific (APAC) actively using digital banking has increased by 88% this year, compared to 65% four years ago, according to McKinsey’s 2021 Personal Finance Survey. The report is one of several highlighting how customers’ digital experience is reshaping traditional banking services and relationships in the region. As such, financial services […]
Unintegrated and inaccessible data, too much agent complexity and slow digital adoption are the biggest barriers to customer experience (CX) and agent productivity, according to a LiveVox and Omdia study, entitled “Are Agents Ready for the New Digital Reality?”. The study surveyed 530 customer-facing agents across key verticals including retail, healthcare and financial services. One […]
The week started with acquisition news in India, with Wipro, a leading business process outsourcing (BPO) firm, acquiring Rizing Intermediate Holdings, Inc., a global SAP consulting firm. The purchase will expand Wipro’s capabilities as an advisor in complex SAP transformations to turn businesses into intelligent enterprises. Wipro stated that the acquisition was driven by Rizing’s […]
The week commenced with the acquisition of a Croatian-based provider of outsourced specialized services, heloo, by TaskUs, a global leader in outsourced digital services and next-generation customer experience (CX). heloo delivers digital CX solutions to European technology companies, particularly in the e-commerce and gaming vertical industries. The acquisition forms part of TaskUs’ strategy to expand […]
Following Russia’s invasion of Ukraine, global software giant, Infosys, has announced that it will be transitioning out of Russia, due to conflict-of-interest concerns directed at British finance minister, Rishi Sunek. Infosys has already been shifting work away from its Russian centers to its operators outside of Russia, while all service contracts with Russian clients have […]
