GBS WORLD NEWS | WEEK 2 | DECEMBER 2021

GBS WORLD NEWS | WEEK 2 | DECEMBER 2021

The industry was all abuzz with the news that Tech Mahindra has acquired work at home customer experience (CX) management solutions firm Activus Connect for $62 million. The acquisition will bolster the company’s capabilities in emerging workplace solutions and strengthen its end-to-end CX portfolio. Headquartered in the US, Activus Connect has 1,750 employees and reported revenues of $17 million in 2020.

Luxembourg-based CX leader, Majorel Group, is another operator expanding beyond its borders, this time to a nearshore location in Croatia’s capital, Zagreb. The expansion further extends their nearshore delivery capabilities in the EMEA region. The key rationale in Majorel’s location strategy is the availability of local talent, particularly language skills in Italian, German, English, French, and Spanish, as well as excellent ICT infrastructure to support remote working staff.

The US city of Greenville is set to receive a jobs-boost of 450 as Swedish CX specialist, Transcom, is establishing its North American delivery site in the South Carolina city. The new 3,065 square meter facility will be able to scale to 1,000 seats. Transcom will be using a hybrid in-office and work-from-home model that fits with its remote client and customer service roles.

United Arab Emirates’ largest airline, Emirates, has been recognized by Sitecore as having one of the world’s leading digital experience platforms for “Best Use of a Customer Data Platform (CDP)”, presented at GITEX, Dubai’s technology trade exhibition. Utilizing its Boxever platform, Emirates achieved excellence in the delivery of its digital CX among a group of 110 large service organizations.

A Canadian data platform serving retail and consumer package goods enterprises, Foodmaestro, is being acquired by Walmart Canada to expand its offering in choice, transparency, and personalized content for online shoppers. Foodmaestro delivers a digital experience for customers focused on health and diet, as well as offering customized content activation, such as meal planning. The acquisition forms part of Walmart Canada’s strategy to enhance its e-commerce experience.

Another platform born out of Hong Kong, BuyHive, is showing signs of disrupting the global manufacturing B2B market through the use of gig economy workers to match global buyers with accredited India-based independent sourcing experts for short-term sourcing or procurement projects. The digitalised B2B platform offers Sourcing-as-a-Service solutions to global buyers demanding high-quality products by integrating the advantages of e-commerce with specialized, tailored sourcing services via its expansive network of professional sourcing experts.

Growth in the global Business Process-as-a-Service (BPaaS) market between 2022 and 2027 will be driven by the automation of business processes through remote delivery models across organizations, according to a report from IMARC Group.  The report is entitled Business Process-as-a-Service (BPaaS) Market: Global Industry Trends, Share, Size, Growth, Opportunity and Forecast 2022-2027. It indicates that various technological advancements, such as the integration of business analytics, advanced process automation software, machine learning (ML), artificial intelligence (AI) and cloud computing solutions will act as compounding growth thrusters in the global BPaaS market.

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