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HGS launches global CX hub in South Africa
Hinduja Global Solutions ( HGS ), a leading provider of solutions in digital experience , business process management ( BPM ) and digital media services , has announced the opening of a new customer experience ( CX ) hub in South Africa to support both new and existing customers .
DeSarkar , Group Chief Executive Officer of HGS . “ By tapping into these incredible resources , we believe the new hub in Cape Town will drive exceptional results for our expanding global client base , delivering top-notch customer experiences and innovative solutions .”
Located in Cape Town ’ s Woodstock neighbourhood with good proximity to airports , hotels and public transport , the new CX hub opens several permanent leadership and frontline positions to help support US , UK and Australian clients in any industry . HGS expects to hire over 400 employees locally across voice and non-voice customer experience roles as well as corporate support functions by March 2025 .
South Africa , the second-largest economy in Africa , is known for a large , well-educated , digitally savvy and English-speaking workforce , with four universities ranked among the top 500 globally . Because of its time zone matches , it is very well suited to provide seamless service to Australia-New Zealand in the east , UK-EU at the centre and Americas in the west . It is also multicultural and can service consumers from all these diverse countries with aplomb .
“ South Africa offers a deep pool of talent and CX culture that encompasses a range of sectors and skills , from technology to finance , creative industries and customer service ,” said Partha
Survey finds 70 % of UK businesses are unable to leverage data for strategic decision-making
Agile Lab , developer of leading computational governance and data quality platform , Witboost , has shared findings from its data management survey carried out at Big Data London in September .
It reveals that current data management tools and practices are inhibiting corporate decision-making and strategic planning on a large scale . Even though the majority of respondents consider data management strategy is important or very important ( 85.5 %) to their business , it transpires that less than a quarter ( 22.4 %) rate their organisation as very good at leveraging insights from data , indicating a sizeable gap between strategy and reality . At worst , nearly half ( 43.7 %) felt they couldn ’ t derive any or enough value from the mountains of data they hold .
Many taking part in the survey believed that data management challenges were having a negative effect on the quality of decision-making , making it slow ( 72.8 %) and less strategic ( 53.6 %). Factors hampering improvement were multiple copies of datasets everywhere making it impossible to identify who owns the master ( 43.7 %) and additional admin work when trying to locate original datasets ( 31.8 %).
According to over half of respondents ( 59.9 %) the biggest culprit impeding better data management was poor quality data , followed by lack of trust in its integrity and , in equal measure , analytics departments failing to keep pace with business initiatives ( 44.7 %). With the validity of data often in question , its detrimental impact on strategic planning should be a serious concern for organisations and senior executives .
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