GBS WORLD NEWS | WEEK 1 | JULY 2022

GBS WORLD NEWS | WEEK 1 | JULY 2022

Customer Experience (CX) quality has dropped for 19% of brands in the US this year, according to Forrester’s  (CX Index™) rankings for 2022. This is the highest proportion of companies to deteriorate in one year since the study’s inception. Furthermore, CX quality has returned to early-2020 levels, reversing gains made in 2021. The drop is due to firms’ diminished attention on customers, even though customers expect more from digital and …

GBS WORLD NEWS | WEEK 4 | JUNE 2022

Brussels was a hub of activity with delegates from Eastern Europe and other global regions attending the annual Future of Emerging Europe Summit & Awards 2022. The event recognizes and celebrates the region’s achievements in sustainability, innovation and entrepreneurship. Additionally, the event celebrated …

GBS WORLD NEWS | WEEK 3 | JUNE 2022

It’s finally out! GBS.World has released the 2022 Africa GBS Buyers Choice Report. It follows on the success of the Africa GBS Benchmarking & Market Report and GBS World Competitiveness Index. Included in the report are buy-side demand trends and insights, based on interviews with enterprise buyers in Australia, Canada, …

 

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 …

GBS WORLD NEWS | WEEK 4 | FEBRUARY 2022

The South African GBS fraternity was a huddle of excitement with the announcement of the 2021/2022 South Africa National GBS Quantification & Investment Report. The report profiles, analyzes and evaluates …

GBS WORLD NEWS | WEEK 3 | FEBRUARY 2022

Augmenting its existing investment in Africa, Amazon Web Services’ cloud contact center capabilities have been broadened with the deployment of Amazon Connect in Cape Town, South Africa. Amazon Connect offers …

GBS WORLD NEWS | WEEK 1 | FEBRUARY 2022

The week started with an industry acquisition when it was announced from India that business process management firm, Hinduja Global Solutions (HGS), will be acquiring Brisbane firm Diversify Offshore Staffing …

GBS WORLD NEWS | WEEK 4 | JANUARY 2022

Singaporean digital customer experience solutions provider, TDCX, announced its expansion into South Korea, the company’s fourth new market in two years. The expansion will strengthen TDCX’s Korean language capabilities and …