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GBS WORLD NEWS | WEEK 2 | AUGUST 2022

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 are peppered across the region. Multinational outsourcing businesses like IBM, HP and Accenture are also…

GBS WORLD NEWS | WEEK 1 | AUGUST 2022

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…

GBS WORLD NEWS | WEEK 4 | JULY 2022

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…

 

GBS WORLD NEWS | WEEK 1 | JUNE 2022

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…

GBS WORLD NEWS | WEEK 4 | MAY 2022

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…

GBS WORLD NEWS | WEEK 2 | MAY 2022

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,…

GBS WORLD NEWS | WEEK 1 | MAY 2022

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…

GBS WORLD NEWS | WEEK 4 | APRIL 2022

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…

GBS WORLD NEWS | WEEK 3 | APRIL 2022

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.…

GBS WORLD NEWS | WEEK 1 | APRIL 2022

Strong indications are suggesting US consumers are starting to spend more on in-person experiences, with experiential spending hitting 91% of 2019’s pre-pandemic levels, according to research findings from The NPD…

GBS WORLD NEWS | WEEK 3 | MARCH 2022

Following last week’s coverage of the Russia-Ukraine conflict within the outsourcing context, Gartner has released a guide of best practices for both global clients and operators of customer experience (CX)…

GBS WORLD NEWS | WEEK 2 | MARCH 2022

News that Ukrainian IT outsourcers (ITOs) have managed to continue operating amid the violent Russian invasion has been nothing but inspiring. Many of the country’s ITOs have implemented innovative measures…