GBS WORLD NEWS | WEEK 1 | DECEMBER 2021

GBS WORLD NEWS | WEEK 1 | DECEMBER 2021

Poor customer service threatens $4,7 trillion in annual revenue from global consumers who are dissatisfied with customer service. The 2022 Global Consumer Trends report by Qualtrics was compiled from interviews with over 23,000 consumers across 23 countries. The report found that 80% of consumers believe customer experiences need to be improved. 62% of global consumers said businesses need to care more about them and 63% said companies need to get …

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, …

GBS WORLD NEWS | WEEK 3 | NOVEMBER 2021

Contact centers in Europe and the UK are continuing to adopt remote work models and new technologies to address changes in consumer behavior and customer service in the wake of the COVID-19 pandemic, according to a new report published by Information Services Group (ISG). The report for Europe and the …

 

GBS WORLD NEWS | WEEK 2 | NOVEMBER 2021

Asian Pacific consumers expect a ‘human touch’ in customer experience (CX), according to a research report by Forrester. Despite strides in digital transformation and the deployment of more efficient self-servicing …

GBS WORLD NEWS | WEEK 4 | OCTOBER 2021

Indian information technology services and consulting company, Tata Consultancy Services (TCS), has partnered with Heritage Life Insurance Company, a U.S. insurance and reinsurance services provider, to revolutionize customer experience for …

GBS WORLD NEWS | WEEK 3 | OCTOBER 2021

In North America, globally renowned video teleconferencing provider, Zoom, has decided to abort its acquisition of Five9, a leading cloud contact centre platform, as Five9 shareholders rejected the deal. This …

GBS WORLD NEWS | WEEK 2 | OCTOBER 2021

South African digital transformation giant, Altron Peoples Solutions, has been acquired by iSON Xperiences Ltd, a leading global CX management firm. Taking effect on October 1st, the acquisition is part …

GBS WORLD NEWS | WEEK 1 | OCTOBER 2021

Australian offshoring company, BruntWork, has been named the top outsourcing company in Australia by Review Rumble. BruntWork assists Australian businesses scale their operations in sales, support, and web development through …

GBS World News | Week 4 | September 2021

South African contact center, Outworx, has recently announced its partnership with Concentrix, a global customer experience (CX) leader. Outworx will provide contact center services for Concentrix, bringing in new business …

GBS World News | Week 4 | August 2021

In European news, German online learning platform start-up, Masterplan.com, has managed to attain an investment amount of €13 million that will be used to further expand the development and distribution …

GBS World News | Week 2 | August 2021

Czech digital security and privacy giant, Avast, and NortonLifeLock, a global leader in consumer cyber safety, are merging through a recommended offer by NortonLifeLock. The merger is based on strategic …

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 …

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