On the 14th and 15th of September, 2022, the annual CXoutsourcers mindshare event had Las Vegas, Nevada, swarmed by over 80 senior customer experience outsourcing leaders, analysts and executives, including our very own Amal Hassan, the CEO of Outsource Global Technologies Ltd. The first day concentrated on blending technology with the human touch, emerging vertical industry opportunities, blockchain in CX, hybrid work models and top nearshore and offshore locations. On the second day, discussions were focused on employee experience (EX), 21st-century talent development and CX buyer pain points.
These experts discussed the fragmented customer experience journeys, especially among American banking brands. For example, the U.S state of multichannel customer service reported that over 66% of customers get discouraged before they get on a phone call with a bank call centre agent. Furthermore, just 58% of financial institutions prioritise it, although 76% of clients desire a genuinely omnichannel experience, which does not help. Again, only 10% of banks claim seamless customer service is a high priority, even though 31% of clients want it from retail banks.
The winners of Genesys’ 17th annual Customer Innovation Awards across numerous vertical industries were announced, giving the US additional reason for optimism. Genesys is a world leader in CX technology. The winners of the category categories included UnitedHealth Group, Rabobank, Cathay Pacific, and Accenture.
In Canada, Walmart has implemented a cutting-edge AI technique to identify when products are out-of-stock on shop shelves. Walmart Canada will roll out the new technology created by Focal Systems following a 70-store pilot. Cameras automatically detect the real-time stock availability on shelves, and the store personnel are informed of the modifications so they can replace the stock or place new orders.
United Arab Emirates (UAE) travel agencies attempt to improve their super app-enabled digital CX journeys. Musafir.com, an online travel agency that offers a one-stop-shop mobile and web super app offering various services, including flight bookings, visa applications, and e-hailing, is leading the drive.
Adyen, a fintech company in the Netherlands, has introduced its Real-Time Visa Account Updater (VAU) to Europe. Real-time VAU coverage automatically updates Visa accounts, allowing European businesses to improve CX and reduce forced churn while increasing revenue and authorisation rates from card-on-file payments.
According to general CX news, 33% of customers gave up on the account registration procedure because it took too long to complete the required information. According to SC Media research results, 24% of customers have given up trying to complete their purchases because they had to register an account. Other research showed that 63% of customers would transfer to a rival with a less complicated authentication procedure—an exciting finding: 83% of consumers are more devoted to brands that maintain consistency across all platforms.
