The GBS World This Week - GBS World

Get Instant Access to News & Research

GBS WORLD NEWS | WEEK 4 | MARCH 2023

The week started with exciting news in Canada, where Hinduja Global Solutions (HGS) Canada, a provider of digital customer experience (CX) and business process outsourcing (BPO) services, was officially certified as a Great Place to Work®. The certification is based on employee feedback on workplace culture using the Great Place to Work® Trust Index Score. However, global consumers have 10% less trust in brands than they did in 2022, according…

GBS WORLD NEWS | WEEK 3 | MARCH 2023

Americans are fed up with customer service, as indicated by 74% of surveyed consumers who say they’ve had product or service problems in the past year. This is according to findings in the Customer Care and Measurement Consultancy 2022 National Customer Rage Survey.…

GBS WORLD NEWS | WEEK 2 | MARCH 2023

To help American consumers reach their goals and fuel their passion, Office Depot, a leading office supply retailer, has launched their brand platform, Imagine Success. The platform allows customers to share success stories, while also housing a content hub offering informational articles, studies…

GBS WORLD NEWS | WEEK 1 | MARCH 2023

The Philippines is expected to exceed its business process outsourcing (BPO) sector growth targets by the end of this year, projected to reach a market size of US$35,9 billion and…

GBS WORLD NEWS | WEEK 4 | FEBRUARY 2023

The top 500 global outsourcing providers have been identified and released in the Time Doctor OA500 2023 Index. The index analyzes, compares and tracks firms across the outsourcing market. According…

GBS WORLD NEWS | WEEK 3 | FEBRUARY 2023

Although American consumers have returned to physical retail stores, a considerable portion of them – 40% – find the experience “less enjoyable” than before the pandemic began in Spring 2020.…

GBS WORLD NEWS | WEEK 2 | FEBRUARY 2023

The week was rocked by news of a content moderator in Kenya suing an outsourced provider contracted by Meta for work-related PTSD. Spending over eight hours a day filtering horrific…

GBS WORLD NEWS | WEEK 1 | FEBRUARY 2023

A study conducted by Conversica, a provider of AI-powered conversation automation solutions, found that 60% of business-to-business (B2B) buyers that use chatbots did not have a satisfactory chat experience. The…

GBS WORLD NEWS | WEEK 4 | JANUARY 2023

While global retailers are battling to keep costs down, they are also having to consider increasing wages to attract and retain talented workers. This is undertaken in an effort to…

GBS WORLD NEWS | WEEK 3 | JANUARY 2023

It was not a great start to 2023 for US financial services giant, Bank of America, as irate customers reported issues with payments processed via Zelle, a money transfer service, resulting…

GBS WORLD NEWS | WEEK 3 | DECEMBER 2022

South Korean automaker, KIA, has warned dealerships in the US about poor customer experience (CX) performance in response to being ranked last out of 16 other major automakers in a…

GBS WORLD NEWS | WEEK 2 | DECEMBER 2022

Rwanda has over 484 000 available youth (of which an estimated 62 000 speak English at a B2 proficient level). These young people are qualified – with work readiness training – to…

GBS WORLD NEWS | WEEK 1 | DECEMBER 2022

Poor customer experience (CX) among Australian retailers is costing them AU$82 billion per year. As a result, retailers risk losing 7% of their potential revenue, according to data in the…

GBS WORLD NEWS | WEEK 4 | NOVEMBER 2022

The week kicked off with the prestigious European Contact Centre & Customer Service Awards, which was held on the 21 November in London. The awards recognize enterprises, teams and projects…

GBS WORLD NEWS | WEEK 3 | NOVEMBER 2022

In global customer experience (CX) news, financial institutions that generate personalized, innovative and trustworthy CX are more successful in acquiring new customers, retaining talent and achieving their financial goals, according…

GBS WORLD NEWS | WEEK 2 | NOVEMBER 2022

A major data breach via a ransomware attack was reported by American collections provider, Convergent Outsourcing. Unauthorized actors have gained access to confidential and sensitive information, including customer names, contact…

GBS WORLD NEWS | WEEK 1 | NOVEMBER 2022

The UK customer experience (CX) market was rattled by the news that Deliveroo, a delivery company, was rated as the most disliked brand in the country, with 33% negative reviews,…

GBS WORLD NEWS | WEEK 5 | OCTOBER 2022

Changing global customer experience (CX) dynamics have also been reflected in the American chocolate industry, according to Clootrack Software Labs’ End to End Customer Experience in the Chocolate Industry in…

GBS WORLD NEWS | WEEK 4 | OCTOBER 2022

American multinational conglomerate, Amazon, will be hiring 150 000 employees throughout the US to ensure a seamless holiday experience. A range of full-time, seasonal and part-time roles are being advertised from…

GBS WORLD NEWS | WEEK 3 | OCTOBER 2022

African metaverse content creators are being targeted by Meta, a multinational technology conglomerate, who say African talent is key to unlocking the potential of the emerging technology. The announcement was…

GBS WORLD NEWS | WEEK 2 | OCTOBER 2022

Community members in Soweto, South Africa, celebrated the launch of Merchants contact centre which will catalyse much-needed job creation opportunities. Situated in Soweto’s Jabulani precinct, the contact center is in…

GBS WORLD NEWS | WEEK 1 | OCTOBER 2022

The week started on a controversial note in the US where Sitel Group’s legal tussle with Sutherland Global Services is tipping in favor of the latter, according to a report…

GBS WORLD NEWS | WEEK 5 | SEPTEMBER 2022

In global retail, major brands are bracing themselves for a new disruption in shopping trends stemmed by a notable increase of Gen Z shoppers into the retail space. According to…