Industry news

US – Customer experience (CX) businesses Sprinklr and Sitel Group have partnered to combine software and digital CX services.

Headquartered in New York, Sprinklr offers a CX management platform that allows companies to manage how customers experience their brands via external channels, including social media.

Miami-based Sitel Group offers digital and voice-based CX tools and services.

Through the global partnership, the companies aim to create a set of digital services, including social listening and engagement tools, social media strategy and design.

Read more on Research Live here.

What is Greenwashing? How does Greenwashing relate to procurement? What can be done to fight against it?

Greenwashing is the practice of making false or misleading claims about the environmental benefits of a product, service, or company. It’s often used to make a company or product appear more environmentally friendly than it really is, in order to appeal to consumers who are concerned about the environment.

Read more on Procurement Magazine here.

Global Automation-as-a-Service Market Report from AMA Research highlights deep analysis on market characteristics, sizing, estimates and growth by segmentation, regional breakdowns & country along with competitive landscape, player’s market shares, and strategies that are key in the market. The exploration provides a 360° view and insights, highlighting major outcomes of the industry. These insights help the business decision-makers to formulate better business plans and make informed decisions to improved profitability. In addition, the study helps venture or private players in understanding the companies in more detail to make better informed decisions.

Read more on Newstrail.com here.

Are you curious about some of the most popular RPA software solutions right now? Business gets more challenging by the day and while technology is supposed to make things easier, it sometimes introduces other hurdles. Fortunately, you can use technology to improve and still have an optimized situation at the end of the day. The five most popular RPA software solutions in 2023 are all about automating the tedious and time-consuming tasks that take away from your productivity. By automating these processes, you can focus on more important tasks, freeing up your time to work on strategic initiatives.

Read more on TechAcute here.

Global cybersecurity industry to recruit 3.4 million additional professionals to help neutralize the cybercriminal threat.

DXC Technology (NYSE: DXC), a leading Fortune 500 global technology services company, has forecast five ways the digital security landscape will impact life and business in 2023 and beyond.

As one of the leading providers of cybersecurity solutions globally with over 3,000 experts helping the world's largest companies to increase resilience, DXC Technology is seeing an evolving landscape of threats, but also opportunities to tackle them.

Read the trends on DXC Technology's site here.

Zurich will conduct a standard risk assessment of prospective members of the captive as well as a sustainability assessment of their carbon footprint and energy consumption.

The purpose is not to hold them to any single standard, but to provide baseline data and a report from which they can develop or adjust their sustainability strategy, Zurich said in a statement.

Prospective members of Envision Re must be within Zurich’s underwriting appetite and committed to sustainability and reducing their carbon footprint. Zurich stopped insuring companies that generate more than 30% of their revenues from thermal coal, oil sands and oil shale in 2021.

Read more on Business Insurance here.

ESG compliance is viewed as a proxy for good financial performance but the lack of accepted definitions makes data gathering difficult. Companies urged to align M&A considerations to core ESG strategy.

A KPMG survey released at the end of last year has found that there is little consensus in the business world about how ESG can be applied to due diligence supporting M&A transactions. Conducted by KPMG Finland, the survey involved 150 ‘dealmakers’ in the Europe, Middle East and Africa region, including fund managers, board members and advisers.

The report stated: "M&A teams are increasingly conducting ESG due diligence on targets at an early stage. Dealmakers are actively integrating ESG considerations into their deal activities. And premiums are being paid for targets that meet ESG priorities." 

Read more on KPMG here.

Cloud migration is an excellent example of ROI-driven decision-making.

More often than not, measuring ROI can help make the move to the Cloud and become an important factor in choosing the right Cloud platform to migrate to. According to a recent report by Future Processing, 12% of respondents indicated that Cloud is the most impactful area when it comes to increasing the ROI of IT projects.

Migrating to the Cloud is less of an all-or-nothing proposition than business leaders first imagined. For instance, it can be divided into sub-processes, with some parts of the business providing better returns when held on-premise or in-house, while others benefit significantly from the switch by improving performance and lowering costs.

Read more on TechNative here.

UK corporates face a seemingly unending stream of new requirements around ESG reporting, from Task Force on Climate-related Financial Disclosures (TCFD) and International Sustainability Standards Board (ISSB) to the EU and UK taxonomies and, in the US, SEC and sector specific requirements such as National Association of Insurance Commissioners (NAIC) climate related disclosures.

A diverse range of businesses will be affected by this rapidly evolving reporting environment, but financial services firms, in particular, need to be ready for a whole new swathe of sustainability reporting requirements.

Historically, much of the sustainability reporting that firms have done has sat outside the Finance function in dispersed pockets of expertise within the business. But as reporting frameworks have become clearer, requirements stricter, and expectations on quality higher, there is increasing pressure from both inside and outside the boardroom to treat sustainability reporting with the same robust, systematic, and controls-focused approach that is used with financial reporting.

Read more on KPMG here.

Are you guilty of doing things the way they’ve always been done? Looking to make some positive changes, but don’t know where to start?

Look no further! We asked our panel of consultants for the things contact centre managers really need to stop doing – as soon as possible – to help rejuvenate their customer service operations. Here’s what they said…

Read more on Call Centre Helper here.