GBS WORLD NEWS | WEEK 4 | NOVEMBER 2021

GBS WORLD NEWS | WEEK 4 | NOVEMBER 2021

Consumer impact on green economy initiatives has influenced Tink, one of Europe’s leading banking platforms, to partner with a Sustainability-as-a-Service provider, ecolytiq. Tink will offer customers sustainability products, such as personalised impact footprint calculations (e.g. CO2) and guides on how to make smart, sustainable spending choices. Tink’s partnership with ecolytiq is driven by the need to meet customers demand to measure their impact on the climate and to become ‘climate action enablers’.

Elsewhere in Europe, Finland-based start-up, Wolt, has been acquired for US$8 million by DoorDash, the largest food delivery service in the US. The move will bolster the position of DoorDash in Berlin, Germany and also open opportunities to break into Eastern European cities. The acquisition has absorbed 4,000 of Wolt’s employees and the 23 countries they operated in.

In Africa, MTN Rwanda has appointed Ericsson to deploy a Network Operations Center (NOC) to help improve customer experience (CX) in the Central/Eastern African country. Ericsson will set up its managed services solution that will deliver an automation-driven IT operation during the five-year contract period. This marks an important milestone for MTN Rwanda’s digital transformation strategy to maximize efficiencies and to improve CX.

Japanese payment platform, SmartPay, recently introduced an interest-free buy now, pay later (BNPL) offering to its customers, aimed at addressing Japanese consumer payment issues. According to SmartPay, Japan has one of the world’s highest eCommerce order abandonment rates of 80%. Its new BNPL solution will hopefully reduce that rate significantly as Japanese consumers can pay off purchases over eight weeks with zero interest.

Banks in Canada are using artificial intelligence (AI) to transform banking CX in an effort to win/retain customer loyalty, according to a Verdict article. Many Canadian bank branches now rely on virtual channels, as opposed to brick-and-mortar sites, to sell their products. These banks are using machine learning and natural language processing to optimize CX and streamline back office tasks.    

To meet rising customer service expectations, global enterprises are increasingly using the services of Contact-Center-as-a-Service (CCaaS) operators, according to the 2021 ISG Provider Lens™ Contact Center as a Service – CX Global Report published by Information Services Group (ISG). The use of digital service channels among customers have grown, due to the digitalisation of retail, restaurants and health services.

In global news, India, Philippines, South Africa, Egypt, Poland, Mexico, Jamaica and Colombia performed well in the CX and back office results of the GBS World Competitiveness Index. Countries were ranked in five categories, including customer lifecycle, back office processing, data management, customer support administration, and digital contact center channel services. Data was drawn from the results of 360 interviews with global enterprise executives from organizations that outsource and offshore services who are based in key source markets, including Australia, Europe, the United Kingdom, and the United States.

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