Get Instant Access to News & Research

 

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 Qualtrics 2023 Global Consumer Trends report. Approximately 19% of interactions in the Australian retail sector are reported to be ‘’very poor’’ – an increase of 7% compared to last year. Almost 40% of consumers reported that they will stop giving…

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 across Europe that standout as leaders in delivering exceptional service to customers. Some…

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 to a research report commissioned by Genesys. The Challenge of Customer-Centric Banking Report…

 

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 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 3 | AUGUST 2022

At the European Customer Experience Awards 2022, Fujitsu was recognized with a Gold award for its customer experience (CX) transformation by demonstrating significant and rapid CX improvements across the region.…

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…