Industry news

Gobeyond Partners (Gobeyond), a leading CX Consulting firm specializing in solving complex customer journey challenges and part of the Webhelp group, has announced the appointment of Raphael Hegeler as its new Global Head of Gobeyond.

The appointment of Raphael supports Gobeyond’s growth strategy, which will focus on strengthening its CX and customer journey consulting capabilities in existing and new geographies.

We want to help organizations harness data and the best of human and technology to transform their CX and deliver game-changing customer journeys," says Raphael.

Read more on Gobeyond here.

Stefanini has begun a new partnership with the major automotive brand Mazda, having been appointed to provide an end-to-end workplace solution, including service desk support, remote technical specialists, local technical support, and enterprise services such as Office 365.

With a team spanning different services and centers, based in Germany, Belgium and Romania, the project is an excellent example of the Stefanini’s ability to collaborate effectively to comprehensively meet clients’ needs.

Read more on Stefanini here.

Stefanini is building a longstanding partnership with Phillip Morris International (PMI), the international tobacco company working to deliver a smoke-free future, after being appointed to provide an end-to-end workplace solution.

The company has rapidly reacted to the needs of the new relationship, engaging experienced specialists with different backgrounds in response to the new partnership and the service standards expected.

Read more on Stefanini here.

Stefanini has received the highest client satisfaction score in the Infrastructure and Cloud category in Partnership Benchmark 2022 study from the IT sourcing advisory and research firm S-Square for the second year running.

Stefanini topped the charts for client satisfaction with a score of 4.0, which corresponds with ‘Very Satisfied’ and was higher than any other company assessed in the category.

Read more on Stefanini here.

Quantanite, a customer experience and digital outsourcing solutions provider for the world’s fastest-growing brands, today announced the strengthening of its Global Customer Solutions, IT and Operational Leadership Teams with 5 new appointments; 2 to strengthen its Global Customer Solutions and IT teams, as well as 3 appointments to strengthen its Operational Teams in key regions, South Africa and Bangladesh.

The move comes following 12 months of significant growth which has seen investment in its people to become better every day, deployment of better capabilities to improve client outcomes, and the devoting of resources to develop communities and give back to societies.

Teleperformance has made a move to acquire Majorel, which – if accepted – would result in the formation of a $12BN company with a large presence in all major economies.

The global digital business services company, Teleperformance, has offered €3BN cash and €1BN of Teleperformance shares in exchange for all of Majorel’s shares.

Read more on CX Today here.

Stefanini Group, a global tech multinational that assists customers in their digital transformation, recruited Natalia Chirițescu, a specialist with over 25 years of experience in the IT and telecommunications sectors, as Digital Solution Center Director for EMEA (Europe, Middle East, and Africa).

Natalia Chirițescu has worked for 16 years in the management team of Vodafone Romania, as well as on a regional level for the telecom operator.

IBM has said it will replace thousands of jobs with Artificial Intelligence (AI) in the coming years.

According to media reports, CEO Arvind Krishna, said that hiring in certain back-office functions will be suspended or slowed down. This could mean that 30% of non-customer facing roles will be replaced by AI and automation technologies over the next five years

Danielle Rolfes has been named partner-in-charge of the Washington National Tax (WNT) practice of KPMG LLP, the audit, tax and advisory firm.

During a time of great legislative change, an increasingly complex regulatory environment, and broad market disruption, Danielle is the right leader at the right time to help our clients navigate uncertainty,” said Greg Engel -Vice Chair – Tax at KPMG LLP.

Read more on CityBiz here.

Complex and diverse supply chains help cities by making them resistant to sudden supply chain shocks, according to a recently published paper from researchers at Pennsylvania State University,

“We found that complexity can be a good thing,” said Alfonso Mejia, the paper’s corresponding author and an associate professor of civil and environmental engineering at Penn State. “Cities with diverse supply chains — sources from a broad range of domestic and global suppliers — appear to be better protected against shocks, and experience less-intense shortages