Category: Weekly News
Singaporean digital customer experience solutions provider, TDCX, announced its expansion into South Korea, the company’s fourth new market in two years. The expansion will strengthen TDCX’s Korean language capabilities and increase its market share in the East Asian nation. The company views South Korea as a fast-paced and dynamic market, whose 52 million inhabitants are […]
Another partnership has emerged in South Africa, where global customer experience management firm, iSON Xperiences, has been appointed by MTN South Africa as their outsourced customer service provider. Combined with the Vodacom deal through the acquisition of Altron People Solutions late last year, iSON Xperiences now dominates a significant portion of the South African telecom […]
Social media was abuzz towards the end of 2021 and the beginning of 2022 with the news from Jamaica that Transparent BPO has opened its first delivery site in the MJS Technology Park located in the Caribbean nation’s capital, Kingstown. This strategic move is a win for local jobseekers, as the global BPO contact center […]
American business process outsourcing (BPO) provider, Conduent, has been announced as a market leader in Cloud HR Transformation Services by NelsonHall in its 2021 NelsonHall Evaluation and Assessment Tool (NEAT) Vendor Report. Conduent’s recognition was owed to its ability to deliver immediate benefit and to meet future client requirements in six focus areas, including efficiency, […]
The industry was all abuzz with the news that Tech Mahindra has acquired work at home customer experience (CX) management solutions firm Activus Connect for $62 million. The acquisition will bolster the company’s capabilities in emerging workplace solutions and strengthen its end-to-end CX portfolio. Headquartered in the US, Activus Connect has 1,750 employees and reported […]
Poor customer service threatens $4,7 trillion in annual revenue from global consumers who are dissatisfied with customer service. The 2022 Global Consumer Trends report by Qualtrics was compiled from interviews with over 23,000 consumers across 23 countries. The report found that 80% of consumers believe customer experiences need to be improved. 62% of global consumers […]
Consumer impact on green economy initiatives has influenced Tink, one of Europe’s leading banking platforms, to partner with a Sustainability-as-a-Service provider, ecolytiq. Tink will offer customers sustainability products, such as personalised impact footprint calculations (e.g. CO2) and guides on how to make smart, sustainable spending choices. Tink’s partnership with ecolytiq is driven by the need […]
Contact centers in Europe and the UK are continuing to adopt remote work models and new technologies to address changes in consumer behavior and customer service in the wake of the COVID-19 pandemic, according to a new report published by Information Services Group (ISG). The report for Europe and the UK also evaluates the capabilities […]
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 […]
