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UX-UI Services
Oct 11, 2018 | Market Analysis by David McIntire
NelsonHall’s market analysis of UX-UI Services consists of 49 pages (plus detailed appendices). [...]view this reportdownload abstractTable of contents:
- UX-UI services enable clients to transform how they interact with customers and employees to generate added value
- 1. Changing Shape of UX-UI Services
- UX-UI services use research and design thinking to help clients transform their customer or employee digital interactions…
- …but is shifting to experiences driven by emerging technologies and end to end service design with a quantified value realized
- 2. Customer Requirements
- UX-UI Services are evolving from customer-facing web to conversational interactions and service design
- Past
- Present
- Future
- ~65% of clients engage vendors to support specific identified objectives
- Benefits sought from engaging a vendor for UX-UI services primarily focus on customer satisfaction and retention with increasing customer base or revenues growing in importance
- Now and in the future, clients’ primary focus is on a vendor’s onshore design consulting, tailored frameworks and templates and hosting and delivering design thinking sessions
- Clients are seeing UX-UI services drive improved customer satisfaction scores and improving online conversions
- Adoption of UX-UI services are inhibited by limited visibility to value realized and time commitments
- The greatest uptake of UX-UI Services is in consumer-facing industries
- Mphasis transformed a travel insurance app for a large global insurer to increase conversions by 25%
- Grow adoption of travel insurance through transformed app
- Virtusa transformed a restaurant’s mobile ordering app improving NPS by 91 points
- Restaurant group growing business through mobile ordering
- NTT DATA’s Digital Entity group help an Italian fintech build a new digital payments business
- Building a new business through the use of digital UX
- Foolproof transforms End to End B2B process for Oil Major, reducing cost $7.5m, and improving customer satisfaction
- Enterprise transformation to drive better user experience
- 3. Market Size and Forecast
- Market for UX-UI consulting & implementation services is poised to grow ~15.4% CAAGR to reach $10.8bn by 2022
- North America places the greatest importance on UX-UI design services today, though APAC and Latin America will grow faster
- Broad-based growth is led by consumer facing industries such as retail, healthcare, BFSI and transport through 2022
- 4.1 Vendor Market Shares
- The global UX-UI services market is led by Accenture, IBM, TCS, NTT DATA, and Infosys
- 4.2 Vendor Market Shares by Geography
- The North American UX-UI services market is led by IBM, Accenture, TCS, Infosys and NTT DATA
- The EMEA UX-UI services market is led by IBM, Accenture, NTT DATA, TCS and Infosys
- The APAC UX-UI services market is led by Accenture, TCS, NTT DATA, and IBM
- 5. Vendor Offerings & Targeting
- The early focus on external facing UX initiatives is evolving and will see an equal number of internal initiatives by 2020
- As client interest in UX-UI services grows, vendors are helping clients better quantify the value realized from the investment
- Key business case factors
- As the scope of UX-UI services grows and evolves, it is increasingly delivered as a bundle with other services
- Looking beyond customer interface, clients are increasingly looking for vendors to support a full service design transformation
- Vendors are also engaging to build client’s own internal capabilities in addition to delivering projects
- 6. Vendor Delivery
- Vendors are using design thinking processes to collaboratively develop solutions with users and stakeholders
- User research to inform design process aligns stakeholders with user and customer needs
- 75% of vendors have invested in dedicated design studios to drive the facilitation of client workshops
- Vendor design thinking spaces include open collaboration spaces and specialized usability testing rooms
- Vendors are building UX-UI design capabilities proximate to their clients, and are supported by both local and remote developers
- Close client and user collaboration drives a majority of UX-UI services to be delivered from client proximate locations
- IT service vendors are primarily using commercially available tools to support UX-UI services, in particular Adobe
- 56% of vendors have acquired design agencies to build UX-UI consulting capabilities
- Investment focuses include UX offerings for emerging areas such as AR/VR and voice and expanding delivery capabilities
- 7. Challenges and Success Factors
- Vendors need to be able to quantify the business value of intangible customer or user experiences
- Developing a Quantified Business Case for UX-UI Services
- Design agencies and creatives have different culture and priorities than IT service acquirers
- Integration of Creative Services
- Key success factors to deliver UX-UI services include a design studio network and service design mindset
- Appendix I
- Vendor Investment Priorities
- Vendors are looking to expand emerging technology, including AR/VR and conversational and voice UI offerings
- Appendix II
- Vendor Design Studio Locations
- Vendor Design Studio Count by Region
- Appendix III
- Glossary and Definitions
- Glossary of Terms
- Appendix IV
- Vendors Researched
- Vendors Researched for Analysis
Targeting Life, Annuities & Pensions BPS
Oct 03, 2018 | Market Analysis by Suri Nair
NelsonHall's market analysis of the Life, Annuities & Pensions BPS industry and trends consists of 57 pages. [...]view this reportdownload abstractTable of contents:
- 1. Introduction
- Life, Annuities & Pensions BPS – definition and report description
- 2. Changing Shape of the Life, Annuities & Pensions Market
- LA&P BPS is currently dominated by closed block with a high level of offshoring……
- ….with onshoring expected to grow as RPA reduces offshore activity and demand increases to support new products
- 3. Customer Requirements
- The EU insurance industry is impacted by Solvency II mandates for improved solvency metrics and consumer protection…..
- Regulatory issues affecting life, annuity and pension issuers in the EU
- …..but Solvency II may not apply in the future to U.K., with Brexit
- Regulatory issues affecting life, annuity and pension issuers in the U.K
- U.S. insurance regulations for LA&P are pushing carriers towards convergence in risk-metric presentation and consumer-friendly policy presentation...…
- Regulatory issues affecting life, annuity and pension issuers in the U.S…
- ...with U.S. regulatory issues including a proposed alteration in capital reserves calculation, and regulatory convergence & compliance
- Regulatory issues affecting life, annuity and pension issuers in the U.S…
- Changing demographics in the U.S. and EU are affecting LA&P issuers’ offerings, which are increasingly focusing on specialized products and annuities…
- Social and economic issues affecting life, annuity and pension issuers…
- …and a need for greater customer engagement, as challenges from start-ups are disrupting industry practices
- …continued
- Current major issues facing insurers include high costs from use of legacy platforms, time to market for launching new products, and increasing regulatory requirements
- Operational life, annuities and pensions BPS issues
- Closed block LA&P BPS drivers
- …while speed to market, support for specialist product market entry, and access to differentiated engagement models are the main drivers for open block business
- Open block LA&P BPS drivers
- Life companies still enhancing digital customer experience but looking to take an end-to-end approach to digitalization
- Customer experience transformation requires improved customer experience platform, improved customer segmentation, and incorporation of customer analytics
- Key areas for process transformation & automation initiatives are policy administration, customer service, and new business
- Half of life companies favor replacing legacy platforms with new single insurance platform
- Characteristics sought from operations transformation partners include both automation & provision of agents
- Life insurance is still primarily focused on RPA roll-out rather than wider adoption of
- Best practice process models and onshore employee change management are key ingredients of future BPO contracts
- Main benefits sought by LA&P insurers include closed block business cost reduction, speed to market capabilities, and CSAT improvement through new technologies and engagement models
- Benefits
- LA&P insurers are seeking vendors which can minimize policy administration costs and optimize business processes with automation, workflow and dashboard tools…
- Closed block policy administration cost reduction segment
- Open block LA&P BPS need new engagement models, greater flexibility and reduced cost of entry to new markets
- ‘Speed to market’ open block segment
- WNS assisted a leading U.S. insurer in enhancing actuarial modelling processes
- WNS: Actuarial Modeling
- TCS introduced RPA and chatbots into insurance processes for a large Australian insurance provider
- TCS: Redesign operating framework with RPA
- Genpact migrated an insurer’s policy data using Rapid Automation
- Genpact: Data migration using Rapid Automation
- DXC enabled a leading life insurer to streamline internal processes and improve customer service to become more competitive
- DXC: Streamline internal processes and improve customer service
- EXL identified a premium customer segment for a life company based on the customer expected lifetime value
- EXL: For a leading life insurance company
- Kane LPI completed a platform migration for an insurer in support of new product introduction
- Kane LPI: Migration from its legacy platform to Kane LPI's proprietary IMS system
- DXC implemented a new product for an insurer in six months with subsequent product launches in 30 days with 20% savings
- DXC: New product launch with speed to market
- SE2 transitioned an acquired life & annuities block to its platform achieving resulting administrative savings of 60%
- SE2: Convert and transition a block of business
- TCS identified strategies to improve collection and retention/ renewal rates for a large Indian life insurer
- TCS: Retention/renewal strategies
- 4. Market size and Growth
- Life, Annuities & Pensions BPS market forecast to reach $3.5bn by 2022
- Growth will be strongest in open block in both U.S. and U.K.
- 5. Vendor Market Shares
- The Global Life, Annuities & Pensions BPS market is led by Capita, TCS, Se2, Accenture, EXL Service, and DXC
- The North America Life, Annuities & Pensions BPS market is led by SE2, EXL Service, DXC, TCS, Cognizant, Capgemini, and Genpact
- The EMEA Life, Annuities & Pensions BPS market is led by Capita, TCS, Accenture, HCL, Atos, and IFDS
- The U.K. Life, Annuities & Pensions BPS market is led by Capita and TCS, followed by HCL, Atos, WNS, and IFDS
- 6. Vendor Offerings and Targeting
- While policy servicing, claims management, new business services, and agency management services continue with steady growth, actuarial and analytics services are also growing….
- …with DXC, SE2, TCS and WNS offering end to end LA&P BPS services
- Policies types experiencing increased demand for LA&P BPS services include annuities and variable life
- An estimated 40% of LA&P providers have acquired or partnered in the last three years, with EXL playing an active role
- 7. Vendor Delivery in Life, Annuities and Pensions, BPS
- DXC, Infosys, NIIT and TCS primarily focus on closed block policy administration, while Kane and EXL have strong presence in new business administration
- Offshore delivery accounts for unweighted average of 64% of LA&P BPS FTEs
- Agency services, surrender and terminations, fund support and actuarial services are primarily delivered from offshore locations
- Per policy pricing is most commonly adopted followed by transaction based pricing
- 8. Critical Success Factors
- Critical success factors in Life, Annuities & Pensions BPS include:
- Appendix I: Vendors Researched
- The following vendors were researched in this report
Blockchain Services
Sep 27, 2018 | Market Analysis by David Mayer
NelsonHall's market analysis of the blockchain industry and trends consists of 79 pages. [...]view this reportdownload abstractTable of contents:
- 1. Introduction
- Blockchain Is No Longer a Speculative Technology
- The Blockchain Technology Picture: Competing Standards, and a Long Tail of Specialized Platforms
- Platforms in the Blockchain services space can be categorized along axes of open to permissioned, and flexible to purpose-built
- Blockchain technology can be classified into quadrants
- Quadrant I platforms are for secure, high-performance use cases
- Quadrant II platforms are generally cryptocurrency applications
- Quadrant III platforms are generally consumer noncoin applications
- Quadrant IV platforms are enterprise blockchain breadth plays
- 2. Changing Shape of the Blockchain Market
- The current blockchain market is driven by cost and cycle time reduction, transparency and trust, and transaction audit security
- Blockchain architecture and deployment process will change from a point solution to an ecosystem by 2022
- The next jump (from point solution blockchain to ecosystem blockchain) will demand interoperability and business partnership
- 3. Customer Requirements
- Operating transparency, audit quality control, and cost reduction are among the top drivers for blockchain adoption
- Blockchain is emerging as a component of digital transformation
- Interoperability is a top topic of conversation for vendors and clients
- The most common use cases for blockchain today are cross-border remittances, SCM/provenance, and invoice settlement
- 3.1 Blockchain In-Use Case Studies
- EY Implemented Blockchain to Achieve Daily Settlement in Microsoft’s Digital Content Royalty Payments
- Objectives
- Results
- Atos Designs, Deploys Food Traceability Solution for Bureau Veritas
- Objectives
- Results
- Wipro Constructs Blockchain for Waterborne Commodity Trading
- Objectives
- Results
- Infosys Provides Airline With Blockchain Airworthiness Solution
- Objectives
- Results
- IBM Assisted Maersk in Implementing Blockchain in Support of Shipping
- Objectives
- Results
- Tech Mahindra Designs CBR Blockchain Platform for State Bank of India
- Objectives
- Results
- 3.2 Blockchain Pilots and PoCs
- ATOS Provides BFSI Client with Corporate Bond Issuance Blockchain
- Objectives
- Results
- EY Deploys Tesseract Asset Management for German Auto Sharing
- Objectives
- Results
- Infosys Addresses International Mobile Carrier’s International Roaming Challenges
- Objectives
- Results
- Tech Mahindra Pilots Loan Origination Solution for Indian Bank
- Objectives
- Results
- Wipro Readies GDPR Solution for EU Consumer Goods Firm
- Objectives
- Results
- Virtusa Streamlines Commercial Loan Covenant Management
- Objectives
- Results
- TCS Designs Blockchain Securities Settlement Platform for ABN AMRO
- Objectives
- Results
- Capgemini Builds Policy Bidding Blockchain for Italian Insurance Brokerage
- Objectives
- Results
- Mphasis Re-Imagines Mortgage Origination on Blockchain for Bank Client
- Objectives
- Results
- IBM Manages Own Vendor Invoices on Blockchain Settlement Solution
- Objectives
- Results
- NTT DATA Provides Interbank Reconciliation Solution for ABI
- Objectives
- Results
- 4. Market Size and Growth
- Global blockchain implementation & management market will grow at 94% CAGR to $8.6bn by 2022
- ...with significant growth in U.S., U.K. & Continental Europe, Middle-East, Japan , South Korea
- Banking and insurance lead the global blockchain market, followed by healthcare, manufacturing, energy & utilities, & logistics
- Banking and insurance is the primary demand industry for blockchain deployment, and will remain so – along with healthcare and manufacturing – over our forecast period
- Forecast assumptions: platforms become interoperable and consolidate; quantum computing nets out to a neutral impact
- 5. Vendor Market Shares
- IBM, Infosys, and Wipro lead SI blockchain market in revenues to date
- 6. Vendor Offerings and Targeting
- Blockchain solution delivery in 2018 is typically set up around a CoE with liaisons to the organization’s vertical and horizontal business units.
- Use case definition is changing as vendors identify commonality of applications, with best practices usually ‘stored’ between the CoE and horizontal SBUs.
- Vendors are of three types in blockchain platform architecture: agnostic, monolithic, and bespoke
- AGNOSTIC VENDORS
- MONOLITHIC VENDORS
- BESPOKE VENDORS
- Blockchain will increasingly Transition from PoCs to Production Deployments during 2018
- Ethereum/Quorum Dominate Use Case Infrastructure, But Hyperledger and Corda are Gaining Ground
- Ethereum and Hyperledger Fabric are the market share leaders for platforms in a long-tail market with many competitors.
- By 2022, we forecast a more clearly-defined set of use-specific platforms with the combined Hyperledger family of project architectures leading the way; Hashgraph becomes commercially viable.
- Market Sentiment increasingly favors Fabric, Corda, & Quorum Blockchain Platforms
- The U.S. and EMEA dominate target geographies for service providers
- BFSI, healthcare, manufacturing are most targeted verticals
- IBM, Infosys, Tech Mahindra lead in Banking & Insurance use cases
- IBM, Wipro, EY, Tech Mahindra lead in manufacturing use case diversity
- Wipro, Infosys, TCS, NTT DATA lead in life sciences use case diversity
- IBM, Wipro take lead in Energy & Utilities sector use case diversity
- Tech Mahindra, NTT DATA, Infosys, EY lead in telecom & media use case diversity
- Wipro, Tech Mahindra lead in public sector use case diversity
- The Fortune 1000 is the primary target for blockchain vendors
- Current blockchain-related M&A activity is dominated by technology companies, but we expect service provider M&A to pick up in 2019…
- …with acquiring firms seeking to add specialized capabilities such as throughput acceleration, quantum computing-proofing, and AI
- Vendor roadmaps focus on accelerator development, solution preconfiguration, interoperability, and partner ecosystem expansion
- Moves to accelerate deployment, ease client concerns dominate roadmap initiatives
- 7. Selection Criteria, Challenges, and Success Factors
- Primary drivers of blockchain vendor selection are demonstrable improvements in security, transparency, and transaction processing speed
- Vendor selection is strongly influenced by similarity of proven commercial deployments to new engagements and the provider’s vision for blockchain within digital transformation.
- Principal challenges for vendors today are breadth and depth of solution experience by vertical market, horizontal process, and blockchain platform.
- Downstream success for blockchain services vendors depends on their ability to connect multiple areas of the organization
- Appendix I – Vendors Researched
- Blockchain services vendors researched
Cloud Infrastructure Brokerage and Orchestration Services
Sep 25, 2018 | Market Analysis by John Laherty
NelsonHall's market analysis of cloud infrastructure brokerage and orchestration services industry and trends consists of 64 pages plus detailed appendices. [...]view this reportdownload abstractTable of contents:
- Introduction
- Changing Shape of Cloud Infrastructure Brokerage and Orchestration Services
- Customer Requirements
- Market Size and Forecast
- Vendor Market Shares
- Vendor Offerings & Capabilities
- Delivery of Cloud Infrastructure Brokerage and Orchestration Services
- Challenges and Success Factors
- Appendix I -Vendor Cloud Delivery Centers
- Appendix II - Vendors Researched
- Appendix III - Glossary and Definitions
Next Generation Mortgage and Loan BPS Market Assessment and Forecast
Sep 17, 2018 | Market Analysis by Andy Efstathiou
NelsonHall's market analysis of the mortgage and loan market consists of 94 pages. [...]view this reportdownload abstractTable of contents:
- Changing Shape of Next Generation Mortgage and Loan BPS
- Buy-Side Requirements
- Market Size and Growth
- Vendor Market Shares
- Vendor Offerings and Targeting
- Vendor Challenges and Success Factors
- Appendix A – Service Definitions
- Appendix B – Vendor Details
- Appendix C – Key Regulations Impacting the Adoption of Next Generation Mortgage and Loan BPS
Application of RPA and AI to Transform HR Outsourcing
Sep 10, 2018 | Market Analysis by Pete Tiliakos
NelsonHall's market analysis of the application of RPA and AI to Transform HR outsourcing and trends consist of 43 pages. [...]view this reportdownload abstractCloud & Multi-Process HR Services: Journey to the Cloud and Beyond
Sep 06, 2018 | Market Analysis by Amy Gurchensky
NelsonHall's market analysis of the global cloud & multi-process HR services industry and trends consists of 103 pages. [...]view this reportdownload abstractTable of contents:
- Preamble
- Definition of Cloud HR Services
- Definition of Multi-Process HR Services
- 1. Changing Shape of Multi-Process HR Services
- The current cloud HR services market is characterized by a stair-step purchasing approach, with either advisory or implementation services as the gateway offering…
- … by 2022, the cloud HR services market will shift to a bundled purchasing approach
- The current overall multi-process HR services market size is declining y/y due to lower TCVs for deals leveraging cloud HCM technology…
- … however, the cloud-based multi-process HR services market will grow at a compounded average annual rate of 4.5% through 2022
- 2. Customer Requirements
- Industry issues affecting the cloud HR services market include HCM system choices, migration challenges, and ongoing system management
- Industry Issues Affecting the Cloud HR Services Market
- Support for cloud HR services typically follows a stair-step approach, commencing with either advisory services or implementation, followed by AMS support and then HR BPaaS
- Drivers of cloud HR services include complex legacy environments, with outsourcing providing access to knowledgeable certified system consultants
- Case Study: A communications company needed to establish a global HR infrastructure and HR programs to support growth and turned to Accenture… resulting in management consulting and project management for the deployment of Workday
- Case Study: A financial services company was seeking process redesign support prior to its implementation of SAP SuccessFactors and turned to Deloitte… resulting in one integrated system for full visibility
- Case Study: An energy company was seeking a full-scale HR transformation by implementing Workday and turned to Alight Solutions… resulting in the elimination of 30 HR and IT systems
- Case Study: A financial management company was seeking to replace expensive heavily customized legacy HR systems and turned to DXC Technology… resulting in the deployment of Workday
- Case Study: A non-profit was lacking the skills to manage Workday tickets and turned to Capgemini… resulting in the resolution of all incoming tickets within the SLAs
- Case Study: A technology company was seeking post-deployment support of their Workday environment and turned to NGA HR… resulting in maximized functionality
- Industry issues shaping the multi-process HR services market include cloud HCM systems, compliance, and globalization
- Industry Issues Affecting the Multi-Process HR Services Market
- Cloud-based platforms have fueled the evolution of the multi-process HR services market, which now focuses on modernizing processes by incorporating digitalization, RPA, and machine learning
- The top driver for multi-process HR services is to gain access to vendor expertise, followed by cost reduction
- Case Study: A financial services company was seeking a BPaaS partner with experience operating on Workday and turned to OSV… resulting in growth without added headcount
- Case Study: A consumer products company was seeking to restructure HR as it was splitting into two organizations and turned to Conduent… resulting in strategically focused HR
- Case Study: A security services company was merging with another company and turned to ADP for BPaaS support… resulting in the reduction of the HR organization
- Cloud HR services tend to be priced separately by offering, even when services are bundled together
- Per employee pricing dominates multi-process HR services contracts, with demand for consumption-based pricing increasing
- Contract lengths for multi-process HR services continues to shorten, with the overall average at 4.8 years
- 3. Market Size and Growth
- The global cloud HR services market will reach $3.4bn by 2022, with a 5.7% CAAGR
- For the next five years, majority of the cloud HR services market will focus on pre-deployment and deployment activities
- Workday services lead the global cloud HR services market, accounting for ~27%
- Combined, cloud HR services for Workday, SAP SuccessFactors, and Oracle HCM Cloud represent nearly 70% of the market
- The global multi-process HR services market size is declining 5.8% y/y as revenues from legacy on-premise deals erode
- The global multi-process HR services market is led by the U.S. which is also the largest region for next generation cloud-based multi-process HR services deals
- Approximately 40% of the 2017 multi-process HR services market is leveraging cloud HCM platforms, with the inflection point at 2019
- The manufacturing sector accounts for nearly one quarter of the market due to legacy contracts leveraging on-premise technology, with strong growth expected from financial services, technology, and pharmaceuticals
- 4. Vendor Market Shares
- ADP holds ~9% of the global cloud HR services market, providing support for its Workforce Now, Vantage HCM, and GlobalView platforms
- Market leaders of the cloud HR advisory and implementation services market include the Big 4 consultancy firms
- The cloud HR AMS services market is led by vendors with proprietary platforms
- Several Workday services vendors such as Alight Solutions, OSV, and DXC Technology have also deployed Workday HCM internally
- Leaders of the global SAP SuccessFactors services market tend to have longstanding relationships with SAP
- ADP dominates the global cloud proprietary services market with ~46% market share
- The multi-process HR services market is led by Alight Solutions, ADP and IBM, all who have made heavy investments in the cloud HR services market…
- … followed by Capita, SD Worx, and NGA HR, who collectively hold ~15% market share
- North America multi-process HR services market is led by Alight Solutions, whose clients leverage both on-premise and cloud HCM technologies…
- …challenged by ADP, whose offering is exclusively provided on its proprietary cloud HCM platforms
- European multi-process HR services market is led by Capita with ~17% market share, followed by SD Worx, IBM, and Alight Solutions
- … with Indian-headquartered vendors including Neeyamo, and Infosys collectively generating $9m in multi-process HR services revenues in EMEA
- U.K. multi-process HR services market is dominated by U.K.-based provider Capita, with nearly 25% market share…
- … with Alight Solutions, Conduent, NGA HR, and DXC Technology also present
- The APAC multi-process HR services market is led by IBM, followed by Alight Solutions, Excelity, and DXC Technology
- The LATAM multi-process HR services market is led by U.S.-based vendors that serve multi-country contracts that include employee populations in LATAM
- 5. Vendor Offerings
- Cloud HR services focus on technology-oriented activities, while multi-process HR services focus on managed process support
- Advisory services are typically leveraged by large market organizations and are often bundled with implementation services
- Rapid deployment solutions are becoming a key part of the cloud HR services offering
- While many vendors offer cloud HR services across different HCM platforms, there are vendors focused exclusively on one platform
- Vendor strength for cloud HR services by platform tends to be high for one or two of the leading third-party cloud HCM platforms…
- … with many vendors also providing cloud HR services for other third party platforms such as DXC Technology for Cornerstone OnDemand
- Core multi-process HR services offerings focus on HR admin, payroll, benefits, recruiting and learning, with additional services extending to broader relocation and exit management offerings
- There are three technology scenarios underlying multi-process HR services, with majority of vendors taking an agnostic platform approach
- On the journey to the cloud, organizations typically transition through each platform evolution
- Approximately 40% of the multi-process HR services market is operating in a cloud environment…
- … with majority of vendor HR BPaaS capabilities strongest on Workday and SAP SuccessFactors
- Some vendors offer proprietary portals as an alternative to cloud HCM system interfaces
- End-to-end cloud and multi-process HR services deals are extremely rare; the core multi-process HR services bundle includes HR/workforce administration and payroll
- The average number of services in scope within multi-process HR services contracts in 2017 was 2.7 processes
- Vendor consolidation within the cloud HR services market has been increasingly active, with the emphasis on expanding Workday Services practices to new geographic markets
- 6. Vendor Targeting
- Targeting for cloud and multi-process HR services varies by each particular service, but overall tends to focus on mid & large companies
- Vendors with agnostic platform approaches to the cloud HR services market tend to target multiple geographic regions…
- … while platform specialists such as Zalaris and Kainos largely targeting one region
- Cloud-based multi-process HR services contracts are primarily focused on a single country, mostly from the U.S., followed by continental Europe
- Multi-process HR services continue to make strides with midmarket organizations due to affordability
- All vendors’ client portfolios contain a combination of both mid and large market clients, with mid-market activity continuing to increase…
- … the proportion of single country multi-process HR services contracts remained relatively unchanged over the last two years
- While multi-process HR services vendors do not target by vertical, majority of vendor revenues tend to come from one to three verticals…
- …with manufacturing and financial services as a top sectors across most vendors
- 7. Delivery Capabilities
- Successful delivery of cloud HR services is dependent on platform certified consultants
- Emphasis on multi-shoring for multi-process HR services remains high to leverage lower-cost resources for non-complex transactions
- Nearly all multi-process HR services vendors leverage offshoring…
- … India remains the preferred offshore location…
- … followed by the Philippines, and then China
- Immediate delivery priorities for vendors are focused on omnichannel strategy development and expanding delivery networks
- The application of RPA in cloud and multi-process HR services is increasing
- Partnerships with end-to-end HCM platform vendors are essential for cloud HR services delivery
- For multi-process HR services, partnerships exist for both service delivery and technology
- 8. Vendor Challenges and Success Factors
- The main inhibitor for cloud HR services is the desire to maintain the status quo and ride out previous technology investments
- Inhibitors to Cloud HR Services
- The assumption that operating on cloud HCM platforms is straightforward is the top inhibitor for the adoption of multiprocess HR services
- Inhibitors to Multi-Process HR Services
- The primary vendor challenge for cloud HR services is addressing customer apprehension about change resulting from the cloud transformation project
- Challenges to Cloud HR Services
- The negative connotation with legacy deals from the early 2000’s is a big hurdle for multi-process HR services vendors
- Challenges to Multi-Process HR Services
- The top vendor selection criteria for cloud HR services is expertise and proficiency with the desired cloud technology
- Vendor Selection Criteria for Cloud HR Services
- Ability to make the business case, demonstrate significant cost reduction, and create a collaborative environment are important vendor criteria for multi-process HR services
- Vendor Selection Criteria for Multi-Process HR Services
- Long-term success for cloud HR services vendors depends on geographic expansion
- Critical Success Factors for Cloud HR Services
- Establishing a value-add differentiator is critical for vendors operating in the multi-process HR services market
- Critical Success Factors for Multi-Process HR Services
- Appendix I: Vendors Researched for Analysis
- Vendors Researched for Analysis – I
- Vendors Researched for Analysis – II
- Vendors Researched for Analysis – III
Next Generation Total Talent
Sep 04, 2018 | Market Analysis by Nikki Edwards
NelsonHall's market analysis of the total talent acquisition industry and trends consists of 54 pages. [...]view this reportdownload abstractTable of contents:
- The Changing Shape of Total Talent Acquisition
- Customer Requirements
- Market Size and Growth
- Vendor Offerings and Targeting
- Vendor Delivery of Total Talent Acquisition
- Challenges and Success Factors
- Appendix I: Services Offered
- Appendix II: Third-Party Platforms & Tools Used by Total Talent Vendors
- Appendix III: Vendors Researched
- Appendix IV: Abbreviations and Definitions
Digital CX Services
Jul 18, 2018 | Market Analysis by Ivan Kotzev
NelsonHall's market analysis of Digital CX Services consists of 110 pages. [...]view this reportdownload abstractTable of contents:
- Introduction
- Changing Shape of Digital CX Services
- Customer Requirements
- Market Size and Growth
- Vendor Market Shares
- Vendor Offerings and Targeting
- Delivery in Digital CX Services
- Selection Criteria, Challenges, and Success Factors
- Appendix I – Vendors Researched
- Appendix II – Glossary
Next Generation Sourcing & Procurement
Jul 11, 2018 | Market Analysis by Janet Irwin
NelsonHall's market analysis of Sourcing & Procurement BPO consists of 65 pages. [...]view this reportdownload abstractTable of contents:
- Introduction
- Changing Shape of Next Generation S&P BPO
- Customer Requirements
- Market Size and Forecast
- Vendor Market Shares
- Vendor Offerings
- Delivery in Next Generation S&P
- Challenges and Success Factors
- Appendix I
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NGA HR – Cloud & Multi-Process HR Services
Oct 17, 2018 | Vendor Analysis by Amy Gurchensky
An analysis of NGA HR’s cloud & multi-process HR services businesses. Its multi-process HR services include HR administration, managed or comprehensive payroll services, managed benefits services, managed time and workforce management services, and contact center. Its cloud-based HR services include consulting and implementation ser [...]view this reportdownload abstractIBM - UX-UI Services
Oct 16, 2018 | Vendor Analysis by David McIntire
This NelsonHall vendor assessment analyzes IBM's offerings and capabilities in UX-UI Services. [...]view this reportdownload abstractCognizant – Salesforce Services
Oct 12, 2018 | Vendor Analysis by Dominique Raviart
Cognizant highlights the comprehensiveness of its relationship with Salesforce. Cognizant is: A systems integration partner A support partner. Cognizant highlights it is a Premier Success partner, providing support services on behalf of Salesforce A significant client of Salesforce with 6.5K personnel using Sales Cloud internally An ISV [...]view this reportdownload abstractIBM Bluewolf – Salesforce Services
Oct 12, 2018 | Vendor Analysis by Dominique Raviart
In 2016, IBM announced the acquisition of an SFDC service specialist headquartered in NYC, U.S. Bluewolf was founded 19 years ago, as the first services partner of SFDC. At the time of the acquisition, Bluewolf had ~500 SFDC specialists. The company had developed internationally from the U.S. to London, Paris, Prague, and Melbourne. Bluewolf was mo [...]view this reportdownload abstractTech Mahindra- UX-UI Services
Oct 10, 2018 | Vendor Analysis by David McIntire
This NelsonHall vendor assessment analyzes Tech Mahindra's offerings and capabilities in UX-UI Services. [...]view this reportdownload abstract
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