GBS World News | Week 2 | August 2021

In the Americas, Webhelp a global provider of customer experience (CX) and business solutions, has announced its intent to acquire OneLink, an innovator in digitally-enabled CX, BPO and technology services supporting tier one brands throughout the United States, Europe and Latin America. Following the acquisition, which is subject to approval of the relevant regulatory authorities, Webhelp will have revenues in excess of US$2.4 billion, with 190 locations across 55 countries and more than 90,000 employees globally.

In Europe, leading Swiss cybersecurity, AI and IoT company, WISeKey International, has launched a cloud-based digital signatures service known as WISeID Storage. The new generation digital signatures platform can be used across multiple devices and meets the highest standards of compliance. The platform has been designed to enable users to share confidential documents with other WISeKey users, removing risks associated with privacy loss and breach of security.

In the United States, ShopIN.nyc is Amazon’s new rival in online shopping, being one of several organisations and businesses positioning themselves as “anti-Amazons’’. These are online ‘’everything’’ stores that source inventory from local suppliers and deliver same-day to the customer. This economic uprising is mostly taking place in New York City, where local businesses have lost sales to the e-commerce giant. ShopIN.nyc pool stock from New York’s small businesses, employing vast inventory and speedy delivery that is the central pillar of Jeff Bezos’ corporation. 

Canada tied with Russia for the top spot in the Intouch Insight’s 2021 Global Customer Service Study in the Smile category. The COVID-19 pandemic pushed businesses to rapidly reform the way they engaged and built relationships with customers. Canada continued performing well in providing excellent CX delivery on an international level, securing first place for a second year in-a-row.

In Africa, TransUnion South Africa Global Capability Centre (GCC) is now providing support to the company’s Canadian business and client, after only being in operation for two months. Avesh Singh, the company’s head, is aiming to expand in other international markets during the year with the objective of matching the growth rate achieved by its head company based in Chennai, India. Singh pointed out South Africa’s talent pool, sophisticated infrastructure, enabling environment and strong ICT and digital capabilities as key factors in the company’s early success.  

In other industry news, The 2021 CX Elite Awards, presented by CX Network, released this years’ winners during the annual Experience Forum last week. The awards have a variety of CX categories, such as Best Customer Centric Culture, Best CX Transformation, Best CX Impact and Best CX Innovation. DSV, Tesco, Virgin Money, Allianz and NatWest are some of this year’s winners.

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