Category: Weekly News
In global news, cybercrime group Muddled Libra has been targeting the BPO sector. The group has been utilizing advanced social engineering tactics to gain access to organizations’ databases. Using intrusion sets such as 0ktapus phishing and Mimikatz, the syndicate has been linked to numerous attacks since June 2022. They have been using their skillsets to […]
The Swiss merchant bank, MBaer, has outsourced its back-office and IT processes to Swisscom, utilizing their managed banking platform. According to MBaer Bank leaders, the decision was made to take advantage of Swisscom’s expertise so that the bank can focus on important business and client development needs. All eyes were on Las Vegas, USA where […]
IT research and advisory company, Forrester, released a report outlining United States CX Index™ rankings. It highlights the concerning decline in CX quality for a second consecutive year. It also showcases that although 80% of business leaders indicated improved CX was a top priority, only 6% of brands actually achieved on these goals of increasing […]
Britain is set to host a global summit on AI safety, after UK Prime Minister Rishi Sunak and US President Joe Biden discussed the technology at their recent meeting. The summit aims to address the risks of AI and to strategize international coordination to mitigate these risks. Various other governments are also considering how to […]
Over 100 delegates gathered in Glasgow for the highly-anticipated CxOutsourcers 2023 event a global CX mindshare group and forum for C-level outsourcing decision-makers to get inside the buyer’s mind and be equipped with the latest global research and strategy. The event featured presentations on industry trends, the transformative power of AI, cybersecurity, and emerging locations. […]
The Canadian branch of the multinational automobile manufacturer, Nissan, has launched the MyNISSAN app to enhance the customer experience (CX) for Nissan-vehicle owners. The consolidation offered by the app provides customers with numerous tools, including remote vehicle access, links to financial services, maintenance appointment scheduling, personalization, and accessing the vehicle’s history – along with many […]
It has been reported that American multinational tech giant, Google LLC, plans to support YouTube creators through the implementation of new AI models. The generative AI makes use of large language models (LLM) to automate ad-supported consumer services. Google’s latest LLM, PaLM 2, was unveiled last week. Its ability to generate human-like responses to commands […]
The National Information Technology Development Agency (NITDA) identified the Nigerian BPO industry as a rapidly growing sector with huge potential. With NTIDA’s implementation of the national outsourcing strategy (NOS 2023–2027), five million jobs are expected to be created within the next four years. The goal is to secure Nigeria as a key player in offshore […]
It has been found that 83% of global customer service managers have added – or plan to add – gig customer experience (GigCX) talent into their workforce over the next two years. This is a notable increase from 2022, where the figure stood at 72%, according to a Limitless GigCX survey. The portion of the […]
A notable portion of global enterprise executives place customer experience (CX) as the top strategic priority, according to the Information Services Group (ISG) Buyer Behavior Study. The report surveyed 250 senior executives in February 2023 and found that 48% cite CX as extremely important to their organization’s strategic direction. Approximately 53% stated that they intend […]
