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By providing an excellent combination of research programs and consulting services, NelsonHall addresses all your business process and IT outsourcing information needs.

John Willmott

John is CEO of NelsonHall, the leading business process services (BPS) and IT services (ITS) research and analysis firm, and is widely regarded as one of the world's leading authorities on achieving business transformation through the application of BPS.

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Rachael Stormonth

Rachael is Executive Vice President, Research, at NelsonHall. She has global responsibility for research programs including the flagship Vendor Intelligence Program, which delivers the most comprehensive vendor intelligence in the form of Key Vendor Assessments, Quarterly Updates, and Daily Vendor Tracker. She also consults widely with NelsonHall clients.

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Andy Efstathiou

Andy is the Banking Sourcing Research Director at NelsonHall where he has global responsibility for Retail and Commercial Banking BPS, Capital Markets BPS, and RPA, AI, and FinTech services in Banking, including consulting, design & deploy, and operations support.

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Charlotte Carter

Charlotte is a Research Assistant at NelsonHall, the leading Outsourcing Research and Analysis firm.

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David Lees

David is an Analyst at NelsonHall, the leading Outsourcing Research and Analysis firm, specializing in end-user interviewing across the whole range of BPS and ITS markets covered by NelsonHall.

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David McIntire

David is an IT Services Research Director and NelsonHall with shared responsibility for IT Services research globally.

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Dominique Raviart

Dominique Raviart is the IT Services Research Director at NelsonHall, with global responsibility for IT Services research programs.

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Gary Bragar

Gary is the HR Services Research Director at NelsonHall, where he has global responsibility for HR Services programs.

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Ivan Kotzev

Ivan is NelsonHall's Customer Experience (CX) Services lead analyst, with global responsibility for CX Services research and client support.

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John Laherty

John is a Senior Research Analyst with a special focus on NelsonHall's market-leading Vendor Intelligence Program, covering Key Vendor Assessments and Quarterly Updates.

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Mike Smart

Mike is a Senior Analyst and Operations Officer at NelsonHall, and a member of the global IT Services research team.

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Nikki Edwards

Nikki is a Principal Research Analyst at NelsonHall, with shared responsibility for HR Services research globally. Nikki covers HR Services research in the areas of Recruitment Process Outsourcing (RPO), Managed Service Programs (MSP), and Payroll Outsourcing.

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Pete A. Tiliakos

Pete is a Principal Analyst at NelsonHall, with shared responsibility for HR Services research globally. Pete covers HR Services research in the areas of payroll services, HCM technology, and RPA and AI in HR outsourcing.

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Sven Lohse

Sven is a Principal Analyst with global responsibility for NelsonHall's Healthcare & Insurance BPS research program. He is covering key insurance areas including P&C and life & annuities insurance, and, from next year, healthcare payer and provider BPS.

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Vicki Jenkins

Vicki is focused on NelsonHall's buy-side clients and Buyer Intelligence Group members. She is also responsible for onboarding and providing support to NelsonHall's vendor and buyside clients.

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Guy Saunders

Guy is NelsonHall's Client Services Director, responsible for managing client relationships around the world.

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Simon Rodd

Simon is a Client Director responsible for business development and managing commercial relationships around the world.

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Keith MacLean

Keith is a Client Director responsible for business development and managing relationships in NelsonHall's CX Services and RPA & Cognitive Services programs.

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Paul Connolly

Paul is Communications Director, responsible for client relations (including publicity, contractual, compliance, and policy matters), as well as marketing communications and sales enablement. He also oversees NelsonHall's NEAT vendor evaluation projects, and edits the NelsonHall blog.

His role leverages many years' experience as a writer, industry analyst, and commercial manager.

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featured reports:

  • Software Testing Services: AI and Digital Lead Investment in Next-Gen Testing

    Mar 11, 2019 | Market Analysis by Dominique Raviart

    NelsonHall's market analysis of the software testing services, digital testing services, and crowdtesting market consists of 79 pages. It provides an in-depth understanding of the dynamics at play in the software testing services and focuses on next-gen testing services, defined as follows: mobile testing, UX testing, RPA and testing, AI and te [...]

    Table of contents:

    • 1) Changing Shape of the Software Testing Services Market
    • 2) Customer Requirements
    • 3) Market Size and Growth
    • 4) Vendor Market Shares
    • 5) Delivery Trends and Vendor Delivery Capabilities
    • 6) Vendor Offerings and Targeting
    • 7) Vendor Challenges and Success Factors
    • Appendix I – Definitions
    • Appendix II – Vendors Researched for Analysis
    view this reportdownload abstract

  • Impact of Digital on IT Services in Healthcare Provider: 2019

    Mar 07, 2019 | Market Analysis by David McIntire

    NelsonHall’s “Impact of Digital on IT Services in Healthcare Provider: 2019” 54-page report is based on global interviewing of senior executives across Healthcare Provider sector in four geographies: U.S., U.K., Continental Europe, and Asia Pacific. The report identifies the principal business issues faced by Healthcare Provide [...]

    Table of contents:

    • Abstract
    • 1. Introduction
    • 2. Executive Summary
    • 3. Market Forecast
    • 4. Key Business and IT Issues & Initiatives
    • 5. Digital Initiatives
    • 6. Changes in Spend
    view this reportdownload abstract

  • Next Generation Healthcare Payer BPS

    Mar 05, 2019 | Market Analysis by Sven Lohse

    NelsonHall's market analysis "Next Generation Healthcare Payer BPS" details the current state of the market and analyzes the ramifications of the most significant trends for both the buyers and vendors of BPS. Ramifications of trends in the commercial payer market: Unsustainable economic and demographic trends make it likely [...]

    Table of contents:

    • 1. Introduction
    • 2. Changing Shape of the Healthcare Payer BPS Market
    • 3. Customer Requirements
    • 4. Market Size and Growth
    • 5. Vendor Market Shares
    • 6. Vendor Offerings and Targeting
    • 7. Delivery in Healthcare Payer BPS
    • 8. Critical Success Factors
    • Appendix I: Vendors Researched
    view this reportdownload abstract

  • SAP HANA and S/4HANA Services: Automating Migration & Expanding Functionality

    Feb 27, 2019 | Market Analysis by David McIntire

    NelsonHall's market analysis of SAP and S/4HANA services consists of 61 pages. [...]

    Table of contents:

    • 1. Changing Shape of HANA and S/4HANA Services
    • 2. Customer Requirements
    • 3. Market Size and Forecast
    • 4. Vendor Market Shares
    • 5. Vendor Offerings & Targeting
    • 6. Vendor Delivery
    • 7. Challenges and Success Factors
    • Appendix I - Vendor Investment Priorities
    • Appendix II - Vendor Industry Offerings
    • Appendix III - Glossary and Definitions
    • Appendix IV - Vendors Researched
    view this reportdownload abstract

  • Advanced Digital Workplace Services

    Feb 20, 2019 | Market Analysis by John Laherty

    NelsonHall’s market analysis of advanced digital workplace services consists of 71 pages. [...]

    Table of contents:

    • 1. Introduction
    • 2. Changing Shape of Digital Workplace Services
    • 3. Customer Requirements
    • 4. Market Size and Forecast
    • 5. Vendor Market Shares
    • 6. Vendor Offerings & Capabilities
    • 7. Delivery of Digital Workplace Services
    • 8. Challenges and Success Factors
    • Appendix I
    • Appendix II
    view this reportdownload abstract

  • The Advance of RPA and AI Services in Banking

    Feb 13, 2019 | Market Analysis by Andy Efstathiou

    NelsonHall's market analysis of the advance of RPA and AI services in banking consists of 82 pages. [...]

    Table of contents:

    • 1. Changing Shape of RPA and AI Services in Banking
    • 2. Buy-Side Requirements
    • 3. Market Size and Growth
    • 4. Vendor Market Shares
    • 5. Vendor Offerings and Targeting
    • 6. Vendor Challenges and Success Factors
    • Appendix A – Service Definitions
    • Appendix B – Vendor Details
    • Appendix C – Key Regulations Impacting adoption of RPA and AI in Banking
    view this reportdownload abstract

  • IoT in Digital Transformation

    Jan 15, 2019 | Market Analysis by David Mayer

    NelsonHall's market analysis of the transformational IoT services industry and trends consists of 74 pages.  [...]

    Table of contents:

    • 1. Introduction
    • 2. Changing Shape of the IoT Services Market
    • 3. Customer Requirements
    • 3.1 IoT Transformational In-Use Case Studies
    • 4. Market Size and Growth
    • 5. Vendor Market Shares
    • 6. Vendor Offerings and Targeting
    • 7. Selection Criteria, Challenges, and Success Factors
    • Appendix I – Vendors Researched
    view this reportdownload abstract

  • Next-Gen MSP: Optimizing Contingent Talent Strategies

    Jan 09, 2019 | Market Analysis by Nikki Edwards

    NelsonHall's market analysis of the MSP industry and trends consists of 100 pages. [...]

    Table of contents:

    • 1. Changing Shape of Managed Service Programs
    • 2. Customer Requirements
    • 3. Market Size and Growth
    • 4. Vendor Market Shares
    • 5. Vendor Offerings and Targeting
    • 6. Vendor Delivery in Managed Service Programs
    • 7. Challenges and Success Factors
    • Appendix I: Vendors Researched
    • Appendix II: Abbreviations and Definitions
    view this reportdownload abstract

  • CX Services in Energy and Utility

    Dec 18, 2018 | Market Analysis by Ivan Kotzev

    The global CX services market (excluding collections) for the energy and utility sector is ~7% of the global industry and is growing at ~3.0% CAAGR (against a market average of 5.1%). Europe is the biggest market at (~40%), followed by North America. The sector revenues in APAC are growing faster than the overall market, at ~4.8% CAAGR througho [...]

    Table of contents:

    • 1. Introduction
    • 2. Changing Shape of CX Services in E&U
    • 3. Customer Requirements
    • 4. Market Size and Growth
    • 5. Vendor Market Shares
    • 6. Vendor Offerings and Targeting
    • 7. Delivery in CX Services in Energy and Utilities
    • 8. Selection Criteria, Challenges, and Success Factors
    • Appendix I – Vendors Researched
    view this reportdownload abstract

  • Salesforce Services

    Dec 05, 2018 | Market Analysis by Dominique Raviart

    NelsonHall's market analysis of the Salesforce services consists of 62 pages. It provides an in-depth understanding of the dynamics at play in the Salesforce services market.  [...]

    Table of contents:

    • Changing Shape of the Salesforce Services Market
    • The Salesforce services market is enjoying high growth and will continue to do, fueled by Salesforce’s growth ambitions
    • The service mix will move from Sales and Service Clouds to Customer Success Platforms and new products
    • Delivery is more onsite-centric than SAP/ERP projects. It will become more offshore-centric in the coming years
    • Customer Requirements: Salesforce Services
    • Salesforce clients look to refresh and digitally enable their applications …
    • … and will benefit from further functionality brought by Salesforce, or by Salesforce’s ISV ecosystem
    • The majority of organizations aspire to be more digitally-enabled thanks to Salesforce
    • Digitally-driven organizations want to modernize their CRM and contact center
    • Market Size and Growth
    • Foreword: all forecasts are based on Salesforce’s objectives to reach revenues of $20bn-$22bn by FY22
    • The Salesforce services market opportunity will more than double during the 2017-2022 period
    • North America is and will remain by far the largest Salesforce services market
    • Customer Success Platform & new products will overtake Sales and Service Clouds by 2022
    • Service growth by vertical will depend on Salesforce’s product investments. In all likelihood, financial services and U.S. healthcare are its priority
    • Systems integration will remain the largest area of spending in all Salesforce services, fueled by new software product launches
    • Vendor Market Shares
    • Accenture, followed by Salesforce, Deloitte, IBM, and Capgemini lead the global Salesforce services market
    • In North America, Accenture leads, along with Salesforce, Deloitte, and IBM
    • In EMEA, Accenture leads along with Deloitte, Capgemini, Salesforce, and Cognizant
    • Vendor Delivery Capabilities and Trends
    • Salesforce projects require core skills that are similar to those needed for SAP and ERP projects, but in an agile context
    • Currently, delivery is more onsite-centric than for SAP projects. This will change in the coming years once the clients’ confidence levels increase
    • Indian vendors have plans to expand nearshore selectively. Onshore vendors look for nearshore or offshore locations to lower their costs
    • Skills: Salesforce is currently fueling demand all over the place, around mature products, new products, minor products, and ISV partners
    • Accelerators: Most vendors have developed consulting methodologies and project management tools….
    • … in the coming years, they will develop technology accelerators to shorten implementation times and invest in Salesforce’s next-gen offerings
    • M&As: Accenture most acquisitive. The largest Salesforce specialists are now gone
    • M&As: target firms have become less common and are smaller in size
    • Vendor Offerings and Targeting
    • Service portfolio: Vendors are playing catch-up with Salesforce, with AI in mind
    • Service portfolio: vendors have structured their consulting portfolio…
    • … and are developing specialized offerings
    • Industry Solutions: most vendors are creating vertical IP …
    • … targeting their industries of strength….
    • … focusing on solutions rather than software products….
    • Industry Solutions: vendors will continue to develop industry solutions but remain cautious about products
    • BPaaS: Vendors are starting to provide contact management BPaaS on Salesforce, and are expanding to claims processing and marketing services
    • Vendor Challenges and Success Factors
    • DDOs look for Salesforce expertise and industry knowledge
    • SCS look for vendors with Salesforce expertise that can handle complex projects
    • ITFOs needs vendors that can fund new functionality through cost savings
    • NMs look for an outsourcing partner that will execute on its promises
    • Appendix I – Vendors Researched for Analysis
    • The following vendors were interviewed for this report:
    • Appendix 2 – List of Salesforce Acquisitions since 2015
    view this reportdownload abstract

Featured posts on our blogs:

  • Excelity Global’s Digital HR Plans for 2019

    Mar 21, 2019, by Pete Tiliakos

      With the digital economy pushing businesses to pivot and reimagine the way they operate, HR is under considerable pressure to support new business models and shifts in strategic direction.  Further, the workplace and the way we work is rapidly evolving, adding to the complexities [...]

    read post

  • HCL Technologies’ RPA Initiatives for Software Testing

    Mar 12, 2019, by Dominique Raviart

      NelsonHall has commented several times on how vendors have been introducing AI into their QA/software testing activities; for example, to enhance defect analysis and prediction. We have talked less about the use of RPA because it did not seem to bring much innovation on top of what [...]

    read post

  • D-GEM: Capgemini’s Answer to the Problem of Scaling Automation

    Mar 05, 2019, by John Willmott

    Finance & accounting is at the forefront of the application of RPA, with organizations attracted by its high volumes of transactional activity. Consequently, activities such as the movement and matching of data within purchase-to-pay have been a frequent start-point for organizational automation[...]

    read post
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Most recent posts on our blogs:

  • Excelity Global’s Digital HR Plans for 2019

    Mar 21, 2019, by Pete Tiliakos

      With the digital economy pushing businesses to pivot and reimagine the way they operate, HR is under considerable pressure to support new business models and shifts in strategic direction.  Further, the workplace and the way we work is rapidly evolving, adding to the complexities [...]

    read post

  • HCL Technologies’ RPA Initiatives for Software Testing

    Mar 12, 2019, by Dominique Raviart

      NelsonHall has commented several times on how vendors have been introducing AI into their QA/software testing activities; for example, to enhance defect analysis and prediction. We have talked less about the use of RPA because it did not seem to bring much innovation on top of what [...]

    read post

  • D-GEM: Capgemini’s Answer to the Problem of Scaling Automation

    Mar 05, 2019, by John Willmott

    Finance & accounting is at the forefront of the application of RPA, with organizations attracted by its high volumes of transactional activity. Consequently, activities such as the movement and matching of data within purchase-to-pay have been a frequent start-point for organizational automation[...]

    read post
view all blog posts subscribe to blog alerts

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