webhelp-metaverse-oneshot-issue-8

OneShot #8 The Metaverse

Do you believe in the Metaverse? Do you buy the hype?

At Webhelp, we’re pragmatists: whether or not the metaverse becomes mainstream, it’s already driving business model and product transformation at warp speed.

To put it simply, today, the Metaverse is a vast collection of platforms, social networks, video games, and virtual worlds where citizen-consumers can interact in the form of avatars.

It’s bringing together millions of internet users, its rate of growth is mind-boggling, and the tech giants are investing billions of dollars in it. Something is happening. As you will see in our lateste OneShot edition, e-commerce is shifting towards meta-com-merce. And as it shifts, it’s enriching the omnichannel customer relationship with an additional dimension, one in which brands will have to listen to and support their customers in a brand new way.

Another major change: Web 3.0 and decentralized autonomous organizations (aka DAOs) are introducing new customer-oriented organizational scenarios which give customers new powers.

At Webhelp, we’re embracing these game-changers and constantly evolving our Webhelp Anywhere organization so we remain agile, flexible, decentralized, and secure, and ready to provide you with omnichannel support, whichever markets you’re in. And even if you’re not (yet) in the Metaverse!

webhelp-oneshot-metaverse-issue-08

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Contents:

A word – DAO
A figure – 650M€, the GDP of Second Life
Three opinions – Metaverse and Web3: new frontiers
of the customer experience
News – Metaverse, the new omnichannel relationship?
A demo – Adidas bets on NFT
A case – How Webhelp supported the strong
growth of a leading meal delivery company…
A hashtag – #ShadowIT
An offer – Webhelp Anywhere
A meeting – WMG Land
A conversation – How will brands live (and survive) in the Metaverse?
A story – The blue angel’s soul blues
A perspective – Towards a beautiful Eldorado, all in 3D?

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Webhelp honoured at the 2022 UK National Contact Centre Awards

Webhelp's training and development programmes have been recognized at this year’s UK National Contact Centre Awards. Webhelp was awarded bronze for their in-depth understanding of learning management approaches and the impact they have on improving current learning.

Celebrating their 27th year in 2022, the UK National Contact Centre Awards are the longest running and amongst the most highly respected awards programme to recognize contact centre talent in the UK. Winners were announced last night at a fabulous Awards Event at the Old Billingsgate in Central London, which saw the Webhelp team presented with the Learning and Development Team of the Year award for their performance aligned learning.

Through a people-first approach to make colleagues feel valued, Webhelp's UK Region Operational Learning function operates across 20 sites and supports 16,000 game changers. Advocating that training should never be seen as a one-off but rather as an on-going cycle, the team designs and delivers learning content around knowledge, skills and attitudes whilst delivering operational excellence to a substantial client portfolio.

 

Through a range of learning styles; from self-directed, individual, group, facilitated and virtual, the business has created digital curriculums to drive a CX development journey, with David Turner, Webhelp UK Region CEO saying of the win:

"We are delighted our Learning and Development team have received this level of industry recognition. They really do bring to life the development and career opportunities available in Webhelp and are a leading influence in our people’s journey. Through our centres of excellence and training community we aim to share methods, learn from each other and promote best practice.

"Over the past few years our teams have shown commitment, innovation, flexibility and resilience in what was a constantly evolving environment. Delivering a high standard of service, they never lost sight of the importance of the human touch. My thanks and congratulations goes out to them and to the Call Centre Management Association and UK National Contact Centre Awards for acknowledging their efforts."

The UK National Contact Centre Awards are organized by the Call Centre Management Association (CCMA) who are the longest established association representing the contact centre industry in the UK. Last night’s win follows Webhelp picking up the Gold Award for Excellence in Skills, Learning and Development at this year’s CCA Excellence Awards, and Bronze for Onboarding Programme of the Year Award at the 2022 Learning and Performance Institute Awards.

 


Five fast-track ways car manufacturers must improve CX now to secure long-term advantage through differentiation

A ‘perfect storm’ of global challenges has sent the automotive industry into turmoil – with manufacturers racing to respond to a watershed era that could define winners and losers over the next 15 years. Customer experience is a key transformation battleground.

Webhelp and Capgemini explore concrete actions all car manufacturers can and should focus on immediately for maximum strategic benefit, regardless of their individual strategies for the future.


Webhelp wins top accolade at the 2022 Global Sourcing Association UK Awards

Webhelp has been recognized for their pioneering approach in Impact Sourcing at this year’s Global Sourcing Association (GSA) UK Awards. The leading customer experience and business solutions provider, who took home the top award for Social Programme of the Year, was also shortlisted for Telecommunications Project of the Year and Customer Experience provider of the year.

Now in their 19th year, the GSA UK Awards evaluate efforts of companies who demonstrate best practice in Strategic Sourcing. The 2022 nominees and winners celebrated at a Black Tie event held at the Park Plaza Victoria in London, which saw the Webhelp team win Social Programme of the Year for using their growth to be more inclusive.

Living up to their vision of making business more human for colleagues, candidates, partners, clients and their customers, Webhelp received the Social Programme of the Year Award for having a clear impact hiring strategy and a value chain aligned with strong ESG standards. Having recruited 10% of people through Impact Hiring in 2021, the business is determined to transform the job market by challenging the mind-set of traditional recruitment to be more consciously inclusive.

With Impact Hiring initiatives that create pipelines of candidates who are usually excluded from the labor market, David Turner, Webhelp UK Region CEO said of the win:

"I’m delighted that the collective efforts of our game-changers and all of the local NGOs and organizations who support our impact hiring model have been recognized by the GSA. Our goal is to provide career and not just job opportunities at Webhelp. Through making an extra effort and doing more for those facing barriers to starting or staying in employment, we’ve been able to not only create pathways, but develop a process around our approach and in doing so demonstrate the value of impact hiring. This award is true recognition of our hard work and I’d like to thank the GSA for acknowledging our commitment to doing more in this space."

The Award, which builds on Webhelp’s position as a ‘company to watch’ in the IAOP Impact Sourcing Champions Index, marks the 35th anniversary for the Global Sourcing Association who are the industry association and professional body for the global sourcing industry. Home of the Global Sourcing Standard, the GSA serves to share best practice, trends and connections, bringing the global community together.

 


B2B: the payment solutions to watch in 2022: Open Banking, Pay By Link, Request To Pay and BNPL

2022 will see the emergence – or consolidation – of new B2B payment methods. The latest update from Meriem Ouenniche, Client Solution Manager at Webhelp Payment Services.

According to legislation that came into force on 1st February 2022.

Before explaining the respective advantages of Open Banking transfers, Pay By Link, Request To Pay and BNPL, let’s recall the main points of the legislation which came into force on 1st February 2022:

  • the payment period for invoices in business-to-business transactions must begin on the invoice date;
  • in addition, the legal payment period for invoices, fixed at 30 days, may be extended by agreement to 60 calendar days.

Open Banking transfers: quick irrevocable and secure B2B payments

Open Banking transfers are transfer orders initiated by a payer in favour of a recipient, whose information and IBAN are already filled in. The recipient may also offer this payment method via Open Banking, in particular as part of debt collection processes. 80% of companies would like to use it for B2B e-commerce. This payment method, incorporated into the company’s systems via an API, has four advantages:

1 – Open Banking transfers are simple, secure and irrevocable

Open Banking transfers are similar to traditional transfers in terms of amount and execution time, as well as security and guarantees. These transfers make collecting and reconciling payments easier. Once the transfer is received, the transaction is irrevocable. That means there are no expiration dates.

2 – Open Banking transfers fit in well with the customer journey

This payment method is easy to incorporate into your existing systems. Open Banking transfers can even use your logo and brand identity, providing a seamless customer experience. Transactions are easier and more reliable, as the amount, beneficiary and IBAN fields are already filled in.

3 – Open Banking transfers is competitively priced

Businesses have a lot to gain by using Open Banking transfers, which are highly cost-effective compared to other B2B payment solutions, such as traditional wire transfers.

4 – Open Banking transfers make large-scale transaction processing easier

Open Banking transfers make it easier to handle large numbers of payments, as customers do not need to enter the transfer information themselves. They also make it easy to see which transactions have been made.

Pay By Link: an excellent customer experience and an extensive ecosystem of payment solutions

It is quick and easy to send a Pay By Link payment link to a B2B customer by email, an instant messaging application or any other channel (mobile payment, SMS, QR Code, etc.).
Payments can also be received using virtual IBANs, which are created by the beneficiary and are instantly identifiable.
This payment solution combines three main advantages:

1 – Pay By Link is the equivalent of an instant payment button

After clicking on a Pay By Link, the payer is directed to their preferred payment method (bank account, bank card, PayPal, electronic wallet or eWallet, etc.). Payment is made after the payer’s confirmation is given. The customer experience is reassuring and seamless and tge conversion rates are optimal.

2 – Incorporating Pay By Link into CRM systems and other software is quick and easy

Payment links can be created as soon as an invoice is issued, either from the CRM, the invoicing software or the platform itself.

3 – Suitable for large transfers, Pay By Link is easily integrated with control and consolidation procedures

Although well-suited to the B2C sector, Pay By Link also has its place in B2B: it allows for large transfers and facilitates control and consolidation procedures (even those that are complex or regular).

Traceable and secure, Pay By Link solutions offer companies reassurance. Actual costs and processing times depend on the means of payment chosen by the payer. All control and dunning operations can be automated using partner solutions.

Request To Pay (RTP) can complement your payment solution

Having come into force on 15 June 2021 at the initiative of the European Payments Council, Request To Pay (RTP, or SEPA RTP) is not a payment solution on its own. It is more of a messaging functionality, in the sense that it materialises the payment initiation request, and thus completes the payment process. Details about the banks involved and the associated fees should be provided this year (2022).
The RTP service is based on the ISO 20022 standard; it is a secure and automated ‘end-to-end’ XML messaging process, with four main advantages:

1 – Request To Pay provides a good customer experience

An RTP can be sent by email or SMS, which allows for personalisation and minimal friction.

2 – The RTP provides clear information to the payer

The request informs the customer of the main elements of the transaction (the amount due, validity and execution dates, processing times, proposed means of payment, etc.). These messages may include the relevant invoices as an attachment or a payment reference.

3 – Request To Pay facilitates reconciliation processes

Fully digitised, RTP message flows allow for full automation of invoice-payment reconciliation procedures.

4 – Request To Pay is an excellent alternative to cheques and card payments

Thanks to fully digitised and automated management, RTP optimises management of the Bill-to-Cash process and offers an excellent alternative to cheques. Unlike a bank card transaction, there are no card fees or limits. SEPA transfers are irrevocable and, depending on the available choices, either ordinary or instant. As a reminder, SEPA instant transfers are limited to EUR 15,000 per transaction.

Buy Now Pay Later (BNPL), a fast payment method

Buy Now Pay Later (BNPL) looks set for a bright future in B2B transactions. It can be seen as an alternative to credit cards, for example. BNPL allows for fast payments and instant acceptance of the application.

For more information

B2B – Buy Now Pay Later, a new payment standard: 4 ways to stand out.

BNPL can be adapted to B2B – but with some precautions!

In conclusion, although they are newcomers to the B2B world, there are good reasons why each of these four payment methods – Open Banking, Pay By Link, Request To Pay and BNPL – are going to be a big part of the European markets in 2022, thanks to the functionalities and fluidity they bring to the customer-supplier relationship.

To find out more about this topic


Webhelp Grupo services

Webhelp expands LATAM capability with acquisition of leading Brazilian Digital Customer Experience Provider, Grupo Services

Deal adds 9,000 people and outsourcing, digital transformation and AI capabilities in customer care, collections and sales  

Paris, France – 13, June 2022Webhelp, a leading global Customer Experience BPO player, has announced the acquisition of Grupo Services, one of Brazil’s leading providers of CX, BPO and technology solutions supporting leading US and Brazilian brands. Grupo Services clients include hyper-growth brands in areas such as fintech, banking, retail and ecommerce, and telecommunications. 

Following the acquisition, subject to the approval of the relevant regulatory authorities, Webhelp will operate in 213 sites across 58 countries, with over 110,000 employees globally.  

Recently named by Gartner as a leader in the Customer Services BPO Magic Quadrant, Webhelp is enjoying significant worldwide growth thanks to its focus on creating game-changing customer journeys for its clients and their customers.  

The acquisition is aligned with its continued focus on innovation, with Grupo Services bringing with it an impressive portfolio of digital and technology-driven services including chatbots, omnichannel orchestration, self-service technologies, and CX journey design. 

In addition, the deal reinforces the group’s geographic footprint, solidifying Webhelp’s strategic development in the Americas, and an extended ability to serve the Brazilian market, which is estimated to account for 25% of the CALA (Central and Latin America) CX BPO market.  

The group will offer existing global clients immediate access to the Brazilian market and Brazilian Portuguese language services, while local clients will have the opportunity to enter new markets supported by Webhelp’s significant global footprint.  

This acquisition underlines Webhelp’s mission to develop an innovative global presence at scale, helping it become a reference player in the Americas.  

Webhelp expands to Brazil with Grupo Services

Olivier Duha, CEO and Co-Founder of Webhelp, said: 

“We are delighted to welcome Grupo Services to the Webhelp family. Their leadership team shares our company’s game-changing mindset, with an innovative tech-enabled strategy that helps local and global brands deliver next-generation customer experiences in the Brazilian market. We are excited about being able to offer our existing clients immediate access to the significant domestic market in Brazil, while also supporting local clients with an ability to scale through our leading global footprint.”  

CEO of Grupo Services, Jansen Alencar, shared,

“We are very excited about this next chapter of growth and are honored to be chosen by Webhelp to support their entry into the Brazilian market. We feel that there’s great cultural alignment between our teams, giving us the certainty of a bright future for all our people. For our clients, this partnership allows us to take the great work we do to the next level, thanks to the global experience and expertise we can now bring to the table. Like Webhelp, we understand the importance of taking a holistic approach to CX, looking at it from a customer journey perspective.”  

Grupo Services has experienced strong growth over the past years, expanding its leading CX expertise in across sectors such as High-Tech, E-commerce, Financial Services and Telco. Headquartered in Curitiba, Brazil, its specialties include customer care, automated collections & sales, omnichannel services, fraud prevention and detection, as well as next-generation in-house technology solutions. 

The acquisition is Webhelp’s 11th in five years. Most recently, the company acquired OneLink BPO, a leading provider of digitally enabled CX, BPO and tech services in North and Latin America. This latest deal reinforces Webhelp’s leadership in CX services across the globe, positioning it to exceed $2.7 billion in revenue. 

CEO of Webhelp Americas, Eduardo Salazar, said,

“Grupo Services makes a fantastic addition to Webhelp’s digital CX capabilities and allows us to expand our geographic reach in a significant and growing market. Their team is made up of incredibly passionate people with an entrepreneurial spirit, a culture that is perfectly aligned with ours. Together we are excited to further expand our presence across the Americas and expand our tech capabilities.”    

For Webhelp, Euro Latina Finance served as financial advisor while Pinheiro Neto served as legal and tax counsel, and Alvarez & Marsal served as financial, tax, and labor due diligence counsel. Auctus Advisors served as IT Technical due diligence counsel, and Latham & Watkins as antitrust advisor. For Grupo Services, IGC Partners served as exclusive financial advisor while Barbosa Müssnich Aragão served as legal counsel. 


About Webhelp 

Webhelpdesigns, delivers, and optimizes unforgettable human experiences for today’s digital world – creating game-changing customer journeys. From sales to service, content moderation to credit management, Webhelp is an end-to-end partner across all B2C and B2B customer journeys. Over 100,000 passionate employees across more than 58 countries thrive on making a difference for the world’s most exciting brands. Webhelp is currently owned by its management and Groupe Bruxelles Lambert(Euronext: GBLB), a leading global investment holding, as of November 2019. 


About Grupo Services  

Grupo Services specializes in customer experience management with an annual growth of around 30%, delivered sustainably and entirely with its own capital. With over 20 years of experience, the group is known for having created the first 100% digital contact center in Brazil, in 2016. Leveraging proprietary technology, the group has one of the most awarded AIs in the market, as well as a widely recognized culture focused on delivering unique experiences to clients, customers and employees learning, understanding, transforming and solving the needs of each. This is what puts the group at the forefront of the industry, and always close to its stakeholders. 


Webhelp partner with Retail Week on the Retail 100

Webhelp are delighted to announce their latest partnership with Retail Week, supporting the publication of the Retail 100, the annual celebration of the sector’s most inspiring individuals driving people, purpose and profit. 

 The Retail 100 2022 has evolved from a traditional ranking based approach to be a showcase of disruptive brands, sustainability activists and people champions, recognised alongside a diverse mix of c-suite leaders – and at Webhelp we extend our warmest congratulations to everyone who features this year.  

 The Retail 100 will celebrate the human face of retail leadership across the following categories:  

  • The Sustainability Activists – those actively progressing ESG agendas and going above and beyond, not merely paying lip service to sustainability 
  • The People Champions – retail executives that are voices for the industry, those individuals actively campaigning for retail staff, promoting inclusivity and driving culture and purpose 
  • The Dealmakers – whether it is acquisitions, partnerships or third-party tie-ups, these are the retail leaders collaborating for success
  • The Strategists – the retail bosses driving significant change in a variety of different ways, from adopting new channels and technologies to new ways of thinking 
  • The Disruptors – the people disrupting traditional retail models and shaking up industries, keeping the sector on its toes 
  • The Experience Innovators – those driving innovation in the experience economy and reigniting the thrill of shopping 

Commenting on the Retail 100, Mark Guest, Managing Director for Retail at Webhelp UK commented: 

 “Retail Week’s decision to look at the wider c-suite in this year’s list and to champion the human face of retail leadership is a really positive one. In particular, it’s great to see those who champion sustainability and their people being recognised. 

 “This focus on people is very much aligned to our own Think Human vision, where the key to our culture is the happiness of our people as we believe happy colleagues equal happy customers. It is great to see Retail Week place greater emphasis on the leaders who make a difference in this space.” 

 Retail Week editor Luke Tugby said:  

 “The Retail 100 2022 will reflect modern, flexible leadership and a move away from centralised power and hierarchies. 

 “By removing rankings, we wanted this year’s edition to give a platform for those individuals having a genuine and purposeful influence on thinking and decision-making on central issues impacting retail – from people and culture to sustainability and innovation.” 

The list is due for publication on 16th June 2022.

 

 


Reflections on ‘The business case for customer journey transformation in financial services’ Think Tank

Hervé Mazenod is Managing Director, Financial Services, at Gobeyond Partners, part of the Webhelp group.  Hervé recently attended the MoneyLIVE Summit as part of the wider Webhelp team, hosting a think tank which considered the business case for customer-led transformation in financial services. In this article, originally published on www.gobeyondpartners.co.uk, Hervé shares his reflections on the topics discussed in the think tank. 

 Customer-led transformation remains front-of-mind for many organisations, particularly in the financial services (FS) industry. The promise of higher profitability, improved customer experience, greater capacity to manage risk, and better employee conditions is highly compelling, making the business case for customer-led transformation stronger than ever.  

During the 2022 MoneyLIVE Summit in London, I joined my colleagues from the wider financial services team at Webhelp as we hosted a Think Tank session to discuss what FS firms should consider when pursuing customer-led transformation. Participant discussion covered areas such as, how to recognise the value of personalisation and professionalisation, transformation through the integration of change initiatives, what the true cost of poor customer service is, and considerations for better customer experience measurement. 

Here are some of the key talking points and actionable advice that emerged from the discussion.  

Professional and Personal Customer Experience 

Customers are making ever increasing, and varied, demands of the financial services brands they receive products and services from.  Their enquiries can often be ‘non-standard’ or complex in nature and require personal, human contact.  Therefore, the availability of highly skilled and compassionate front line advisors who can offer a level of personalised service was considered to be crucial. 

Participants also suggested that the organisations who develop a deeper level of curiosity around their customers can support the delivery of a more personalised service, and will undoubtedly gain a better understanding of their customers, their challenges and how best to resolve.  

Technology was highlighted as a key enabler to this more personalised experience. Participants agreed that creating a single holistic technology solution was far more valuable than implementing several individual, often disparate solutions, as this helps to enable personalisation and simplify processes, which the group felt could lead to greater customer trust and a reduction in unnecessary, often duplicate interactions.   

From a people perspective, leveraging the global talent pool and decentralising recruitment to enable customers to be supported in their primary language was also discussed as means of helping firms develop higher levels of customer trust and an improved reputation. 

Integrated Transformation Programmes 

The participants discussed a common challenge around transformation programmes where momentum can quickly be lost when involving many different functions or teams who lack an established singular, committed vision from the outset. In setting in place a clear vision, challenges around shifting the culture away from silos to a more collaborative approach could be alleviated, achieved through the involvement of all stakeholders at every step of the journey and gaining their trust and support. Too often, organisations have competing initiatives and priorities, often without realising it. 

According to participants, transformation programmes can often suffer from scope creep and be drawn out for long periods, or they are too ambitious and overarching, with unachievable goals in place.  Crucially, programmes are seldom broken down into a series of more manageable objectives. These delays can lead employees to lose confidence in the changes, so companies should first identify and communicate the problems they want to solve, break them down into smaller parts and consider deploying a core team of employees whose role it is to develop and design the appropriate solutions to tackle these problems.  These tactics can be hugely beneficial in helping shift a culture of silos to one of greater collaboration. 

The True Cost of Poor Service 

The participants were clear that poor customer experience impacted a number of areas, from reputation to revenue.  Discussion also focused on using the costs of poor customer service to support developing the business case for customer journey transformation.. Many elements came out of the discussion, including the importance of measuring the impact of reducing complaints, attrition, failure demand and remediation costs, alongside identifying improved revenue opportunities associated with happier, more loyal customers. 

Ensuring employees involved in delivering customer experience, whether front line or back office,  understand the revenue and reputational consequences of leaving problems unsolved was also discussed, with the importance of outlining success factors and confirming everyone’s role in delivering these factors deemed as crucial. This would include requiring firms to put potential poor service issues under the spotlight and expose them to everyone providing front line customer support.  

Financial services firms can limit the cost of poor customer experiences by balancing tactical and strategic initiatives while ensuring they use the right delivery approach in the right situation — agile vs waterfall, for example. However, participants pointed out that not all companies or teams are mature enough to go agile, and for the latter to work effectively requires many functions to align. 

Measuring Customer Experience 

The group cited measurement as a real challenge, noting that it is exacerbated by having to deal with disconnected customer journeys across multiple channels, leading to issues such as blind handoffs between departments and repeat contact and causing confusion and distress for customers. Additionally, journeys can often be designed around the “average” customer, which excludes the significant variety of circumstances seen throughout an entire customer base — something my colleagues at Gobeyond Partners explored in-depth when analysing the fraud customer journey. 

As a result, customer experience (CX) is then measured across multiple channels and platforms, often with no specific focus or common metrics that can inform CX strategy.  

Therefore, the ability to measure customer experience in a coherent, methodical and wide-ranging way is crucial, and there’s certainly no lack of data available in this context.  As is often the case however, it is understanding what can be measured and how best to do this that can prove a challenging stumbling block. 

Typically organisations in the financial services sector and beyond will have a direct feedback mechanism in place, usually surveys deployed after a customer interaction, but it is the opportunity to blend this direct feedback with the indirect and across the entire customer journey, that can make a tangible difference.  This indirect data is often sentiment based, derived from conversations with customers, in-person, on the phone or through live chat platforms, and with the right expertise and technology can be gathered at scale. 

Having this level of data structured in a usable way allows for analytics models to be built that can measure the value of CX improvements across the full spectrum of the customer journey, something deemed important with the think tank audience but often unavailable. The power of this indirect data will only grow, with the deployment of emotional detection solutions becoming more prevalent.  In a time where the cost of living crisis seems to be taking further hold on society, the technology and data that will enable front-line advisors  to have deeper, more meaningful conversations should become an important part of the overall customer experience. 

 

A common goal to deliver customer-led transformation

It’s rare to get so many leading customer experience leaders and decision makers from the financial services sector in one room and to have the time to talk in-depth about the challenges they face.  From large retail banks to smaller challenger fintechs, there was a commonality in the appetite to deliver transformation that places customer journey at the core.  Frustrations around how best to measure the end-to-end customer experience were commonplace within the group, as was the failure to recognise the cost of failing to offer customers the best possible service.   

The willingness of those in the think tank to engage in efforts to work more collaboratively on transformation programmes was a definitive positive and bodes well for transformation programmes going forward, as does a willingness to embrace technology as a key enabler for a better customer experience. 

The full article looking at ‘The business case for customer journey transformation in financial services’, upon which the think tank discussion was based, is available here 

 

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Hervé Mazenod

Managing Director, Financial Services, Gobeyond Partners

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Webhelp leads panel discussion at LSX World Congress 2022

Webhelp recently hosted a keynote panel as part of the LSX World Congress in London, an event that welcomed healthcare industry leaders, founders and CEOs,  from innovative start-ups to major healthcare organisations. 

In attendance from Webhelp were Dr Jerome Stevens, General Manager and co-founder of Webhelp Medica, Emma Bouché, Head of Healthcare at Webhelp UK, and the newly appointed Tom Houston, Healthcare – Client Partner, Gobeyond Partners (part of the Webhelp Group). 

On day two of the congress, we hosted a panel entitled ‘The Devil Is in the Data: How the Medtech Sector Is Optimising Its Data Assets and Connecting with Consumers in a Wholly Patient-Centric Approach’. 

Dr Jerome Stevens moderated the panel, joined by four speakers – Marc Julien, Co-CEO of Diabeloop, Laurent Vandebrouck, CEO of Chronolife, Eliane Schutte, CEO of Xeltis, and finally Ian Crosbie, CEO of Sequana Medical. 

Topics discussed included: 

  • Unlocking the full potential of health data and new applications in 2022 
  • Healthcare professionals and patient onboarding, training and ongoing support 
  • Information is power: ethical data use and the importance of patient transparency 
  • How to ensure data security and demonstrate best practice for healthcare professionals and patients 


Overall, it was an incredibly valuable session with the panel sharing informative insights from both their own organisations and their individual experiences, garnered from a career in the healthcare sector. Here Jerome outlines his three main observations:
 

  • Investors are focused on revenue growth which is the main driver for valuation; clarity in vision and simplicity in operations is fundamental 
  • COVID has accelerated the adoption of Telemedicine. In this new formative market, MedTech/HealthTech companies need to seize the opportunities for growth 
  • Fast-growing MedTech/HeathTech players need to keep focused on driving innovation. To achieve this, they need to leverage outsourcing solutions: lead generation, customer service, health care professionals onboarding and patient support.  Emma Bouché, Head of Healthcare at Webhelp UK, developed this theme further in her recent article looking at how communication strategies can positively impact the relationship between patients, physicians and innovative healthtech solutions 


If you would like to watch the full panel discussion, the video is available
here. 

The follow up article from Emma Bouche, is available here.  


Webhelp Chosen by The Sandbox to Help Design the Future of Metaverse Community Engagement

25 May 2022 Webhelp, a leading global provider of customer experience (CX) and business solutions, has been chosen by The Sandbox, a leading decentralized gaming virtual world and a subsidiary of Animoca Brands, as a partner to help build community engagement both inside and outside the game environment.

The partnership will see Webhelp provide The Sandbox gaming community with in-game support services, helping onboard and safeguard the players, creators, and partners. The services include moderating in-game chat, new player support, conducting moderation, and social media activities. The partnership began in March 2022, and together Webhelp and The Sandbox will expand the number of Webhelp ambassadors to 150 over the coming months and grow in line with each Alpha Season release.

“With many complex interactions happening simultaneously in The Sandbox, it’s really important that our community see and feel the presence of our teams and ambassadors on the platform,” said Sebastien Borget, COO and Co-Founder of The Sandbox. “Providing support to our players and creators is key to our offering, and we’re pleased Webhelp shares our vision for the metaverse as a safe space for users to connect with entertainment, gaming, and user-generated content. We are looking forward to working with Webhelp to scale up our dedicated support team, which is rapidly developing its skillset and becoming an extension of our team, as part of a long-lasting partnership.”

The Sandbox, a community-driven, open virtual world where players can build, own, and monetize gaming experiences in the metaverse, embraces the idea of a metaverse as a continued shared digital space. The Sandbox is a leading metaverse blockchain game, and the Webhelp partnership follows over 200 other partnerships with brands such as Gucci, HSBC, Warner Music Group, Snoop Dogg, Adidas, Care Bears, Atari, and many others.

“We’re excited to partner with one of the fastest-growing and most disruptive gaming platforms of a generation,” commented Olivier Duha, CEO and Co-founder of Webhelp. “Running on an open irrefutable blockchain network, The Sandbox puts community at its core, matching Webhelp’s business values. We will be using our extensive experience and expertise in content and community moderation to help The Sandbox grow and remain a safe and engaging platform for players, creators, and commercial partners.”

-ENDS-

About The Sandbox

The Sandbox, a subsidiary of Animoca Brands, is one of the decentralized virtual worlds that has been fueling the recent growth of virtual real estate demand having partnered with major IPs and brands including Warner Music Group, Ubisoft, The Rabbids, Gucci Vault, The Walking Dead, Snoop Dogg, Adidas, Deadmau5, Steve Aoki, Richie Hawtin, The Smurfs, Care Bears, Atari, ZEPETO, CryptoKitties, and more. Building on existing The Sandbox IP that has more than 40 million global installs on mobile, The Sandbox metaverse offers players and creators a decentralized and intuitive platform to create immersive 3D worlds and game experiences and to safely store, trade, and monetize their creations. For more information, please visit www.sandbox.game and follow the regular updates on Twitter, Medium, and Discord.

About Animoca Brands

Animoca Brands, a Deloitte Tech Fast winner and ranked in the Financial Times list of High Growth Companies Asia-Pacific 2021, is a leader in digital entertainment, blockchain, and gamification that is working to advance digital property rights. It develops and publishes a broad portfolio of products including the REVV token and SAND token; original games including The Sandbox, Crazy Kings, and Crazy Defense Heroes; and products utilizing popular intellectual properties including Disney, WWE, Snoop Dogg, The Walking Dead, Power Rangers, MotoGP™, and Formula E. The company has multiple subsidiaries, including The Sandbox, Blowfish Studios, Quidd, GAMEE, nWay, Pixowl, Forj, Lympo, Grease Monkey Games, and Eden Games. Animoca Brands has a growing portfolio of more than 200 investments in NFT-related companies and decentralized projects that are contributing to building the open metaverse, including Axie Infinity, OpenSea, Dapper Labs (NBA Top Shot), Yield Guild Games, Harmony, Alien Worlds, Star Atlas, and others. For more information visit www.animocabrands.com or follow on Twitter or Facebook.

About Webhelp

Webhelp designs, delivers, and optimizes unforgettable human experiences for today’s digital world – creating game-changing customer journeys. From sales to service, content moderation to credit management, Webhelp is an end-to-end partner across all B2C and B2B customer journeys. Its over 100,000 passionate employees across more than 55 countries thrive on making a difference for the world’s most exciting brands. Webhelp is currently owned by its management and Groupe Bruxelles Lambert (Euronext: GBLB), a leading global investment holding, as of November 2019.

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