The GBS World This Week - GBS World

GBS WORLD NEWS | WEEK 1 | JUNE 2023

GBS WORLD NEWS | WEEK 1 | JUNE 2023

Over 100 delegates gathered in Glasgow for the highly-anticipated CxOutsourcers 2023 event a global CX mindshare group and forum for C-level outsourcing decision-makers to get inside the buyer’s mind and be equipped with the latest global research and strategy. The event featured presentations on industry trends, the transformative power of AI, cybersecurity, and emerging locations. Experts emphasized the transformative potential of AI and highlighted Africa as a promising BPO frontier. …

GBS WORLD NEWS | WEEK 4 | MAY 2023

The Canadian branch of the multinational automobile manufacturer, Nissan, has launched the MyNISSAN app to enhance the customer experience (CX) for Nissan-vehicle owners. The consolidation offered by the app provides customers with numerous tools, including remote vehicle access, links to financial services, maintenance …

GBS WORLD NEWS | WEEK 3 | MAY 2023

It has been reported that American multinational tech giant, Google LLC, plans to support YouTube creators through the implementation of new AI models. The generative AI makes use of large language models (LLM) to automate ad-supported consumer services. Google’s latest LLM, PaLM 2, was unveiled last week. Its ability to …

GBS WORLD NEWS | WEEK 2 | MAY 2023

The National Information Technology Development Agency (NITDA) identified the Nigerian BPO industry as a rapidly growing sector with huge potential. With NTIDA’s implementation of the national outsourcing strategy (NOS 2023–2027), …

GBS WORLD NEWS | WEEK 1 | MAY 2023

It has been found that 83% of global customer service managers have added – or plan to add – gig customer experience (GigCX) talent into their workforce over the next …

GBS WORLD NEWS | WEEK 4 | APRIL 2023

A notable portion of global enterprise executives place customer experience (CX) as the top strategic priority, according to the Information Services Group (ISG) Buyer Behavior Study. The report surveyed 250 …

GBS WORLD NEWS | WEEK 3 | APRIL 2023

The most favored offshore customer experience (CX) delivery destinations for 2023 were announced at the Business Services Sector (BSS) Forum and Outsourcing Stars Gala. The results were tallied after 712 …

GBS WORLD NEWS | WEEK 2 | APRIL 2023

Although the US Government is considering the ban of popular social media app, TikTok, the Biden Administration is looking to use the app to influence young voters. Biden’s campaign team …

GBS WORLD NEWS | WEEK 1 | APRIL 2023

Customer service workers in Oregon, US were in an uproar after 150 to 200 agents were retrenched at an iBex Global contact center located in Bend. Once employing over 850 …

GBS WORLD NEWS | WEEK 5 | MARCH 2023

Social media and the analyst community was abuzz with the news that Concentrix, a global provider of customer experience (CX) services and technology, announced its acquisition of Webhelp in a …

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 …

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 …

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 …

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 …