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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:

  • Advances in Analytics BPS

    Apr 01, 2019 | Market Analysis by Ivan Kotzev

    NelsonHall's market analysis of the advances in analytics consists of 72 pages. [...]

    Table of contents:

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

  • Impact of Digital in the Retail Property & Casualty Sector: 2019

    Mar 28, 2019 | Market Analysis by David McIntire

    NelsonHall’s “Impact of Digital in Retail Property & Casualty: 2019” 53-page report is based on global interviewing of senior executives across Retail Property & Casualty sector in four geographies: U.S., U.K., Continental Europe, and Asia Pacific. The report identifies the principal business issues faced by Retail Prop [...]

    Table of contents:

    • Abstract
    • 1. Introduction
    • A. Objectives
    • B. Methodology
    • C. Structure of the Report
    • 2. Executive Summary
    • D. Digital Initiatives Key to Premium Pricing and New Business Acquisition
    • E. Retail Property & Casualty IT Initiatives Focus on Modernization, Cloud Enablement, and Automation to Accelerate Time to Market
    • F. Prioritizing Cloud Native Development, Digital Expertise and Increased Use of SaaS
    • 3. Market Forecast
    • 4. Key Business and IT Issues & Initiatives
    • A. Business Issues
    • B. IT Initiatives
    • 5. Digital Initiatives
    • 6. Changes in Spend
    view this reportdownload abstract

  • 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

  • Next Generation Payroll Services

    Mar 05, 2019 | Market Analysis by Pete Tiliakos

    NelsonHall's market analysis of Next Generation Payroll Services consists of 105 pages. [...]

    Table of contents:

    • 1. Changing Shape of Payroll Services
    • 2. Customer Requirements
    • 3. Market Size and Growth
    • 4. Vendor Market Shares
    • 5. Vendor Offerings
    • 6. Vendor Targeting
    • 7. Delivery Capability
    • 8. Vendor Challenges & Success Factors
    • Appendix I – Glossary and Definitions
    • Appendix II – 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

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