Latest news with #CustomerExperience
Yahoo
2 days ago
- Business
- Yahoo
North America Customer Experience Management Outsourcing Report 2025 with Leading CXM Companies Spotlighted
The report analyzes the North American Customer Experience Management (CXM) landscape, focusing on outsourced services originating from the U.S. or Canada. It highlights top companies based on Growth and Innovation scores, detailing market positioning, competitive profiles, and benchmarks across 10 criteria. Dublin, May 30, 2025 (GLOBE NEWSWIRE) -- The "Customer Experience Management Outsourcing in North America, 2025: Frost Radar Report" report has been added to offering. This report examines the North American CXM landscape. It includes outsourcing services alone, excluding operations performed in-house and in shared service centers. Furthermore, it encompasses revenue associated with customer interactions that originate in the United States or Canada, regardless of the fulfillment model. This includes onshore, nearshore, offshore, home-agent, automated, and technology-enabled fulfillment. CXM is a subset of the much broader business process outsourcing (BPO) industry. Usually, it is defined as a business arrangement in which a company contracts an outside supplier to perform a service rather than accomplishing it in-house. Services can range from handling customer interactions to complex back-office processes to managing the entire relationship between consumers and brands throughout the customer lifecycle. Suppliers specialize in dealing with high volumes of inbound and outbound customer interactions for customer care, retention, and acquisition; help desk; technical support; collections; and telemarketing/telesales for business clients. The publisher considered several factors for a company to be included in this report, such as: Local market presence and brand awareness. A company must demonstrate that it regularly sells and operates CX services. Brand awareness through comprehensive and consistent marketing programs. The company also assists in developing strong partnership opportunities for sales and product integrations. Total revenue. The company exhibits annual revenues of at least $300 million US dollars in sales for NA clients, regardless of the fulfillment region (onshore, nearshore, offshore). Local clients. The company should demonstrate that it has a minimum of 25 active NA clients in several industry verticals. Innovation initiatives. Participants must prove that they have several product development endeavors and that they have a significant impact in the marketplace. Ethical considerations. Participants must adhere to several environmental, social, and governance (ESG) standards. In a highly fragmented market composed of more than 500 organizations, the publisher independently plotted the top 21 companies in this analysis. This report reveals the positioning of the key companies in the North American (NA) customer experience management (CXM) industry using their Growth and Innovation scores as highlighted in the methodology. The document presents competitive profiles on each of the companies, based on their strengths, opportunities, and market position. The publisher analyzes hundreds of companies in the industry and benchmarks them across 10 criteria, where only a limited number of leading providers are then positioned. Industry leaders on both the Growth and Innovation Indexes are recognized as best practice recipients. The Growth Index is a measure of a company's growth performance and track record, along with its ability to develop and execute a fully aligned growth strategy and vision; a robust growth pipeline system; and effective market, competitor, and end-user-focused sales and marketing strategies. The Innovation Index is a measure of a company's ability to develop products/services/solutions that are developed with a clear understanding of disruptive Mega Trends, are globally applicable, can evolve and expand to serve multiple markets, and are aligned to customers' changing needs. Key Topics Covered: Strategic Imperative and Growth Environment Customer Experience Management Outsourcing in North America Companies to Action 24 Alorica Arise Virtual Solutions Concentrix Conduent Firstsource Foundever Hinduja Global Solutions Ibex Infosys BPM IntouchCX iQor Qualfon Startek Sutherland Global Services TaskUs TELUS Digital Experience TP Transcom TTEC VXI Global Solutions Best Practices & Growth Opportunities For more information about this report visit About is the world's leading source for international market research reports and market data. We provide you with the latest data on international and regional markets, key industries, the top companies, new products and the latest trends. CONTACT: CONTACT: Laura Wood,Senior Press Manager press@ For E.S.T Office Hours Call 1-917-300-0470 For U.S./ CAN Toll Free Call 1-800-526-8630 For GMT Office Hours Call +353-1-416-8900Error while retrieving data Sign in to access your portfolio Error while retrieving data Error while retrieving data Error while retrieving data Error while retrieving data
Times of Oman
3 days ago
- Business
- Times of Oman
New India Assurance Co. Ltd., Oman Honored with Times of Oman Best Brand in Customer Experience Award
Muscat: New India Assurance Co. Ltd., Oman, has been recognised with the prestigious Times of Oman Best Brand in Customer Experience Award in the insurance category at the Oman CX Awards 2025. This distinguished accolade highlights the company's unwavering commitment to delivering exceptional service and customer satisfaction across the Sultanate. New India Assurance, Oman is operated by M/s. Abdul Aziz & Bros LLC, under the visionary leadership of Mr. Majid Abdul Rahim Jaffer Al Bahrani. Expressing his gratitude, Mr. Majid extended heartfelt thanks to all customers and partners for voting New India Assurance as the Best Brand in Customer Experience under the Insurance category. The award ceremony was graced by His Highness Sayyid Mohammed Bin Salem Al Said, who served as the chief guest, alongside Mr. Ahmed Essa Al Zadjali, CEO of Muscat Media Group. Mr. Gaurav Sharma, Chief Operating Officer of New India Assurance, Oman Operations, received the award on behalf of the company, joined by his dedicated team. Commenting on the achievement, Mr. Gaurav Sharma stated, "This award is a testament to the exceptional service delivered by our team. We are deeply honored and extend our sincere appreciation to all our valued customers and partners for their continued trust and support." The Oman CX Awards 2025 celebrated excellence across 35 product and service categories, with winners determined through nationwide consumer voting. The event underscored the critical role customer experience plays in brand reputation and long-term success. As Mr. Ahmed bin Essa Al Zadjali noted, 'Customer experience is no longer a support function—it is now central to brand reputation and long-term success.' This recognition follows a series of customer-centric innovations by New India Assurance, including the launch of a state-of-the-art Customer Care Centre in December 2024, offering direct call lines and WhatsApp support to enhance client accessibility and responsiveness. As it celebrates its 50th year of operations in Oman, New India Assurance continues to set industry benchmarks, reflecting the enduring trust and confidence of its customers.
Finextra
3 days ago
- Business
- Finextra
Ajman Bank appoints head of fintech and AI
Ajman Bank has announced the appointment of Tahir Turksoy as the Head of Fintech & AI within the Consumer Banking Division, effective 7 April 2025. 0 In his new role, Tahir will report directly to Faizal Kundil, Head of Consumer Banking, and will lead the bank's digital transformation initiatives, reinforcing Ajman Bank's strategic commitment to innovation and customer-centric digital banking. Tahir Turksoy brings over 20 years of profound expertise in seamlessly integrating business objectives with cutting-edge technology. His proven track record encompasses the development and execution of comprehensive digital transformation strategies, the creation of robust online and mobile platforms, the digitization of branch operations, and the implementation of solutions deeply rooted in customer needs. His strategic acumen and analytical capabilities have consistently empowered organizations to foster innovation, elevate customer experiences, and optimize digital business models. Commenting on the appointment, Faizal Kundil, Head of Consumer Banking at Ajman Bank, said: 'We are delighted to welcome Tahir to Ajman Bank. His extensive expertise in fintech and digital transformation will be invaluable as we continue to reimagine and enhance the banking experience for our customers. This appointment reflects our ongoing commitment to building a digitally advanced and innovation-led consumer banking business.' Prior to joining Ajman Bank, Tahir was the Head of Digital at National Bonds Corporation, where he played a key role in elevating digital distribution, streamlining customer onboarding, and accelerating growth through digital-first product offerings. His leadership contributed to increased acquisition and fund mobilisation through tech-enabled engagement. Tahir has also held senior roles at some of the region's leading financial institutions including Mashreq Bank, First Gulf Bank, and DenizBank, where he led transformative digital banking projects, from branch digitisation and mobile banking to open finance integration and self-service banking optimisation.
CNET
4 days ago
- Business
- CNET
T-Mobile Says It's Not Spying on You. What the New Screen Recording Tool Actually Does
Some T-Mobile customers during the past week have been surprised to discover a new -- and enabled by default -- feature in the T-Life app called "Screen recording tool." In light of recent iffy recording tools such as Microsoft's Recall AI feature in Windows, seeing a feature that records the contents of your screen is bound to raise privacy concerns. How to disable Screen recording tool if you see it If you're a T-Mobile subscriber, you can check if this new option has been turned on by opening the T-Life app, tapping Manage and then tapping Settings (the gear icon). The Screen recording tool option shows up under the Preferences heading. If the option is there, tap it to reveal a description and a toggle switch. The description reads: "We use a tool to record how customers use the app to analyze and improve your experience. Only T-Mobile will review and analyze your info. If you turn this toggle on or magenta, we will record your screen while you use the app. If you turn this toggle off or gray, we will not record your screen." To disable the feature, tap the switch so it becomes gray. (The "magenta" and "gray" in the text refer to the color of the toggle switch to indicate whether it's active or not, respectively.) Why T-Mobile stands behind the new feature When I reached out to the company for more information, a T-Mobile spokesperson defended the feature as designed to improve the user experience. "To help us give customers who use T-Life a smoother experience, we are rolling out a new tool in the app that will help us quickly troubleshoot reported or detected issues," the spokesperson said. "This tool records activities within the app only and does not see or access any personal information. If a customer's T-Life app currently supports the new functionality, it can be turned off in the settings under preferences." According to a post on droidlife, which earlier referenced the issue, the new option shows up on both iPhone and Android phones. Why opt-in is so important On the face of it, the Screen recording tool appears to do what it says, and the fact that it's limited to just the T-Life app is a reasonable, and expected, limitation. But as with all potential privacy issues, the fact that T-Mobile is enabling the feature by default has rightly made customers suspicious. It should be off initially, and if an issue arises that would require screen recording, then get permission from the phone owner to turn it on. T-Mobile in fact has a similar example within the T-Life app. There's another screen recording feature that is completely separate from this new Screen recording tool. In the app's settings, under Help & support, is Screen Share, which can be used during a support call. It allows a T-Mobile expert to view your phone's screen while troubleshooting an issue. It requires several steps and requires you to consent to having your screen recorded before allowing a support expert to connect to the app. If you've ever tried to help a friend or family member over the phone and asked them to describe what's on the screen, you'll appreciate how helpful it can be to view what they're seeing directly.
Zawya
4 days ago
- Business
- Zawya
Ajman Bank appoints head of Fintech & AI underscoring commitment to digital innovation
Ajman Bank has announced the appointment of Tahir Turksoy as the Head of Fintech & AI within the Consumer Banking Division, effective 7 April 2025. In his new role, Tahir will report directly to Faizal Kundil, Head of Consumer Banking, and will lead the bank's digital transformation initiatives, reinforcing Ajman Bank's strategic commitment to innovation and customer-centric digital banking. Tahir Turksoy brings over 20 years of profound expertise in seamlessly integrating business objectives with cutting-edge technology. His proven track record encompasses the development and execution of comprehensive digital transformation strategies, the creation of robust online and mobile platforms, the digitization of branch operations, and the implementation of solutions deeply rooted in customer needs. His strategic acumen and analytical capabilities have consistently empowered organizations to foster innovation, elevate customer experiences, and optimize digital business models. Commenting on the appointment, Faizal Kundil, Head of Consumer Banking at Ajman Bank, said: ' We are delighted to welcome Tahir to Ajman Bank. His extensive expertise in fintech and digital transformation will be invaluable as we continue to reimagine and enhance the banking experience for our customers. This appointment reflects our ongoing commitment to building a digitally advanced and innovation-led consumer banking business.' Prior to joining Ajman Bank, Tahir was the Head of Digital at National Bonds Corporation, where he played a key role in elevating digital distribution, streamlining customer onboarding, and accelerating growth through digital-first product offerings. His leadership contributed to increased acquisition and fund mobilisation through tech-enabled engagement. Tahir has also held senior roles at some of the region's leading financial institutions including Mashreq Bank, First Gulf Bank, and DenizBank, where he led transformative digital banking projects, from branch digitisation and mobile banking to open finance integration and self-service banking optimisation. About Ajman Bank Ajman Bank is an Islamic bank with an ambitious vision based on values of integrity, trust and transparency seeks to provide a wide range of Sharia-compliant and high-quality banking services to customers from individuals, companies and government institutions across the UAE. It is also keen to be updated with the latest technology that will ensure customers a distinctive experimental banking with the revival of human touch that is lost in the modern era of banking application. Ajman Bank is headquartered in Ajman and enjoys the strong support of the Government of Ajman and is a key pillar in the emirate's economic development strategy. The bank continues its tireless efforts to establish a prominent position in the banking sector as a sustainable Islamic banking institution, with an emphasis on the need to achieve an optimal balance in the community and caring staff, in order to provide real value for shareholders and customers alike. For more information visit For media contact: Hina Bakht Managing Director EVOPS Marketing & PR
