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Top 10 Growth Opportunities in Customer Experience (CX) for 2024: Hybrid Work/Collaboration, ESG, Employee Experience and AI to Drive CX Investments

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DUBLIN, Feb. 19, 2024 /PRNewswire/ — The “Top 10 Growth Opportunities in Customer Experience (CX), 2024” report has been added to ResearchAndMarkets.com’s offering.

The Customer Experience industry benefitted greatly from the COVID-19 pandemic, which shifted millions of agents to work-at-home (WAH) models and accelerated cloud contact center-as-a-service (CCaaS) adoption. In 2021 and 2022, investments soared; however, in 2023 global economic and political unrest created a more conservative and focused approach to CX investments.

This industry is in a disruptive state as IT decision-makers and customer contact leaders struggle with prioritizing and procuring budgets and persuading executives to align CX and corporate goals. There is a fear of failure in these uncertain times, inflicting organizations to be less agile than in previous years. As businesses are confronted with these challenges, what will they focus on in 2024 to improve customer experiences?

The 2023 Contact Center IT Decision Maker Survey, published in March 2023, unveiled that two-thirds of respondents are prioritizing improving employee engagement, improving brand equity, and automating business processes. The overarching story is that the focus on EX will enhance CX and the use of AI in digital transformation will remain at the forefront of spending through 2024 to have a positive impact on the top and bottom lines.

While AI has been integrated into contact centers effectively for years now, generative AI has dominated technology press and conversations for the past year. Solution providers are incorporating some aspects of it today with caution.

Agents continue to fear robots. They do not need to worry – our survey revealed that voice is still king, with 90% of respondents saying the number of voice calls has increased or stayed the same and 84% of respondents saying AHTs increased or remained the same. Whether over voice or chat, live agents will not dwindle, but be upskilled to handle complex inquiries and foster brand loyalty.

Call deflection is a key strategy to abate these rising costs, causing companies to adopt increasingly more intelligent self-serve options. This dovetails nicely with self-service becoming the channel of choice for many end customers. However, businesses must deliver exceptional CX to achieve significant cost savings when containing them in a self-service channel.

Video use is growing in contact centers. Industries such as finance, manufacturing, and healthcare benefit from “face-to-face” interactions, and problems can be visually shared or resolved. Video facilitates easier understanding when accents differ, hearing suffers, or emotions are hard to read on an audio call.

Top Growth Opportunities for 2024

The New Evolution of Customer ExpectationsEmployee Engagement Boosts Customer LoyaltyNavigating the Workforce of the FutureLeadership in an Evolving Contact Center EcosystemInfusion of Generational AI to Amplify Benefits of RPA and Virtual AgentsNourishing Conversational AICustomer Journey ExpandsHybrid Work/CollaborationSecurity & GovernanceEnvironment, Sustainability, and Governance (ESG)

Note: Predictions are validated through findings from our annual contact center leader survey, meetings with our client council, the Customer Contact MindXchanges, and continual discussions with solution providers and CX outsourcers around the globe.

For more information about this report visit https://www.researchandmarkets.com/r/sv9kjj

About ResearchAndMarkets.com

ResearchAndMarkets.com 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.

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Shanghai Climate Week 2025:LONGi Jiaxing Production Base becomes the world’s first “Lighthouse + Zero-Carbon” factory in the global photovoltaic industry

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SHANGHAI, April 27, 2025 /PRNewswire/ — On April 23, 2025, at the Shanghai Climate Week 2025 “Climate Lighthouse: A New Era” theme event, LONGi’s Jiaxing Production Base was honored with the “Shanghai Climate Week Climate Lighthouse 2025 Manufacturing Lighthouse Exemplary Award” as the world’s first dual benchmark of “Lighthouse Factory + Zero-Carbon Factory” in the global photovoltaic industry. This accolade signifies the SCW Climate Lighthouse Committee’s recognition of LONGi’s achievements in climate-friendly practices, while serving as an impetus for the company to further explore the potential of green technologies and smart manufacturing.

LONGi’s Jiaxing Production Base, recognized by the World Economic Forum (WEF) as the photovoltaic industry’s first global “Lighthouse Factory,” has met all evaluation criteria for the “Climate Lighthouse” initiative through its advanced applications of automation, Industrial Internet of Things (IIoT), digitalization, big data analytics, and 5th-generation mobile communication technology (5G), demonstrating its leadership in smart manufacturing and digitalization at the pinnacle of global PV industry standards.

Building upon its “Lighthouse Factory” intelligent manufacturing framework, LONGi’s Jiaxing Production Base further advanced its zero-carbon transformation in 2024. By leveraging digital tools to enable low-carbon production, deploying rooftop photovoltaic power stations, procuring green electricity certificates and carbon credits, and implementing energy-saving measures, the facility achieved carbon emission reduction and neutralization. This culminated in its designation as the industry’s first “Dual Benchmark” production base certified under the ISO 14068 carbon neutrality standard.

During the Shanghai Climate Week, LONGi participated in the “Empowering Green Supply Chain Transformation Forum” co-organized by the Global Climate Institute, Institute of Public & Environmental Affairs (IPE), Carbon Newture, and Rockwell Automation. Dr. Xie Tian, General Manager of LONGi’s Strategic Management Center, joined the “Big Data and AI: Empowering Enterprises to Enhance ESG Performance” roundtable discussion. He shared practical experiences and challenges in applying data analytics and emerging technologies to advance ESG practices.

Dr. Xie Tian highlighted that the Jiaxing Production Base, as the world’s first “Lighthouse + Zero-Carbon” factory in the photovoltaic industry, exemplifies LONGi’s leadership in integrating digitalization with green transformation. By embedding smart technologies into advanced PV manufacturing processes, the company drives green production and pursues carbon neutrality. Additionally, LONGi has implemented data platforms for ESG disclosure management to verify and analyze sustainability metrics. He emphasized the potential of big data and AI to accelerate secure and efficient green development across industries.

LONGi’s Jiaxing Production Base, through its “Lighthouse + Zero-Carbon” dual benchmark system – a comprehensive carbon neutrality framework encompassing strategic planning, technological implementation, supply chain collaboration, and social responsibility – has emerged as a paradigm of green manufacturing transformation. This model not only provides the global industrial sector with a quantifiable and replicable blueprint for low-carbon development but also contributes to advancing collective progress toward a zero-carbon future.

About LONGi

Founded in 2000, LONGi is committed to being the world’s leading solar technology company, focusing on customer-driven value creation for full scenario energy transformation.

Under its mission of ‘making the best of solar energy to build a green world’, LONGi has dedicated itself to technology innovation and established five business sectors, covering mono silicon wafers cells and modulescommercial & industrial distributed solar solutionsgreen energy solutions and hydrogen equipment. The company has honed its capabilities to provide green energy and has more recently, also embraced green hydrogen products and solutions to support global zero carbon development. www.longi.com/

SOURCE LONGi

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UnionPay International Partners with HFC Bank for First Local ATM Acceptance in Fiji Driving Financial Inclusion

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SUVA, Fiji, April 27, 2025 /PRNewswire/ — Recently, UnionPay International announced that its card is now accepted at ATMs operated by HFC Bank, Fiji’s only 100% locally owned commercial bank. HFC Bank has officially launched UnionPay card acceptance at its ATMs, becoming the first domestic financial institution in the country to partner with UnionPay International.

This milestone collaboration expands UnionPay card ATM coverage in Fiji to an impressive 96%, signaling a significant leap forward in the localization of UnionPay International ‘s services in the South Pacific and injecting fresh momentum into the development of inclusive financial services in the region.

HFC Bank was established as a fully-fledged commercial bank in 2014, the bank is dedicated to becoming Fiji’s bank of choice by providing innovative, competitively priced financial solutions designed to improve customer wellbeing, create wealth for future generations, and contribute to the nation’s economic development.

The partnership between HFC Bank and UnionPay International is not only a technical upgrade—it is a strategic step toward empowering local institutions and advancing financial inclusivity in Fiji.

UnionPay International first entered the Fijian market in September 2010, making Fiji the first South Pacific nation to accept UnionPay cards. Today, 99% of POS terminals and 96 % of ATMs in the country accept UnionPay, with broad acceptance across hotels, supermarkets, duty-free shops, restaurants, and the tourism sector. Mobile payments via UnionPay App are also widely supported.

Prior to this new collaboration, UnionPay International’s local partnerships were primarily with international banks.

The new alliance with HFC Bank highlights UnionPay International’s commitment to deepening localization by working closely with local institutions to build a more inclusive and resilient payment ecosystem.

As UnionPay International’s footprint continues to grow, its focus remains clear: building accessible, inclusive, and innovative financial solutions that benefit local communities and global travelers alike.

About HFC Bank
HFC Bank is Fiji’s only locally owned commercial bank, committed to delivering personalized and innovative financial services that exceed customer expectations. With a strong foundation in governance and ethical practices, the bank offers a full range of competitively priced financial products that aim to improve customer wellbeing, create long-term value, and support national economic development. HFC Bank upholds values of humility, excellence, accountability, respect, and trust, and is dedicated to serving individuals, families, and businesses across Fiji with integrity and care.

About UnionPay International
With more than 260 million UnionPay cards issued in 83 countries and regions outside the Chinese Mainland, UnionPay International is committed to enhancing the online payment experience for its global cardholders. Accepted in 183 countries and regions, UnionPay International offers high-quality, cost-effective, and secure cross-border payment services to the world’s largest cardholder base, while delivering convenient local support to a growing network of international users and merchants. For more information, please visit: https://www.unionpayintl.com/

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SOURCE UnionPay International

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Yutong Bus Launches EnRoute+ Service Innovation and Tech-Driven Solutions to Redefine Commercial Vehicle Value Standards

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Six-Point Service Framework Elevates Efficiency and Customer Value

ZHENGZHOU, China, April 26, 2025 /CNW/ — Yutong Bus (“Yutong”, SHA: 600066), a commercial vehicle manufacturer in Asia, recently hosted the Central Asia Customer Value Exploration Tour in Zhengzhou, marked the debut of Yutong’s EnRoute+ service platform, designed to refine industry benchmarks by prioritizing technology-led solutions and fostering long-term partnerships over transactional pricing.

“Amid intensifying competition in the globe wide, Yutong is committed to transitioning clients from a ‘price-first’ mindset to a comprehensive value partnership rooted in technology and service excellence,” said Li Haifeng, CEO of Central Asia of Yutong Bus.

EnRoute+: Six Pillars of Unwavering Support

The EnRoute+ framework delivers comprehensive solutions tailored to fleet needs:

Direct Manufacturer Support: Yutong personnel are stationed locally 365 days a year, delivering professional, efficient, and reliable “butler-style” support throughout the entire vehicle lifecycle.Swift Response, Efficient Solutions: Customers can instantly connect with Yutong via the LINK+ platform or service hotline for emergency assistance, ensuring swift and effective resolution.Full Transparency: Real-time tracking of service requests, progress updates, and post-service evaluations via the Link+ digital ecosystem.Genuine Parts Assurance: A two-tier spare parts network (central warehouse + front warehouse) ensures rapid delivery of authentic parts, backed by a 15-year worry-free supply and comprehensive quality assurance.Critical Event Assurance: Specialized service teams, tailored contingency plans, and rigorous protocols are deployed to ensure flawless operations during critical events or competitions.Tailored Maintenance Plans: Proactive, tailored solutions optimize fleet uptime, reduce operational costs, and provide end-to-end support through preventative maintenance and zero-distance service management.

Yutong’s localized service approach has already delivered  measurable success. In Astana, Kazakhstan, the city’s public transit operator manages 620 Yutong buses, including 120 EVs. Concerns over post-sale support were alleviated through Yutong’s Overseas Service Package, which leverages smart diagnostics to predict faults, and slash operational costs. In Tashkent, Uzbekistan, Yutong’s electric buses withstood extreme summer temperatures exceeding 40°C while maintaining stable performance. Tailored lifecycle solutions and round-the-clock technical support enabled Tashkent’s transit authority to expand its EV fleet.

Yutong leverages decades of expertise in connectivity and new energy to deliver data-driven service solutions. By integrating global networks, advanced analytics, and intelligent platforms like LINK+, OVAS, and Intelligent Vehicle Cloud, it creates lifecycle-focused ecosystems that boost efficiency, innovation, and customer-centric excellence worldwide.

For more info, please visit https://en.yutong.com/.

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SOURCE Yutong Bus

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