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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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Amy L. Gurchensky

Amy is a Senior Analyst at NelsonHall, with shared responsibility for HR Services research globally. Amy covers Cloud HR Services, Benefits Administration, Learning Services, and Multi-process HR Services.

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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 Mayer

Dave Mayer is a Senior Analyst responsible for NelsonHall's RPA & Cognitive Services research program, covering the areas of robotic process automation (RPA), artificial intelligence, cognitive business, and machine learning.

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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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Janet Irwin

Janet is a Senior Analyst responsible for NelsonHall's Finance & Accounting (F&A), Procurement, and Supply Chain Services research.

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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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Suri Nair

Surendra (Suri) is a Principal Analyst responsible for NelsonHall's Healthcare & Insurance BPS research program, covering: Life & annuities BPS, Property & casualty BPS, and 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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Daniel Griffin

Dan is NelsonHall's marketing manager, responsible for developing and executing NelsonHall's marketing strategy and client engagement programs.

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featured reports:

  • Cognitive IT Infrastructure Management Services

    May 31, 2018 | Market Analysis by John Laherty

    NelsonHall's market analysis of cognitive IT infrastructure management services industry and trends consists of 62 pages plus detailed appendices. [...]

    Table of contents:

    • Introduction
    • Changing Shape of Cognitive IT Infrastructure Management Services
    • Customer Requirements
    • Market Size and Forecast
    • Vendor Market Shares
    • Vendor Offerings & Capabilities
    • Delivery of Cognitive IT Infrastructure Management Services
    • Challenges and Success Factors
    • Appendix I - Vendors Researched
    • Appendix II - Glossary and Definitions
    view this reportdownload abstract

  • Cloud Advisory, Assessment, and Migration Services

    May 30, 2018 | Market Analysis by David McIntire

    NelsonHall’s market analysis of Cloud Advisory, Assessment, and Migration Services consists of 64 pages (including detailed appendices). [...]

    Table of contents:

    • Changing Shape of Advisory, Assessment and
    • Customer Requirements
    • Vendors are using automation to accelerate the delivery of advisory and migration, while clients are focusingprimarily on vendors’ offshore delivery including the use of factory-approaches.based delivery as important in the future
    • What do we want to achieve through cloud adoptionHow do we want to use the cloud?What type of cloud environments do we want to utilize?Key Considerationsfor cloud advisory and migration services
    • Early adopter cloud business case factorsReduced IT operations costInfrastructure scalabilityCost effective BCP/DREvolving enterprise business case factorsData Center eliminationImproved time to market for new digital capabilitiesIncorporation of big data/analytics across the enterpriseKey business case factors
    • Replacement with cloud native developed applications will represent
    • While cloud native development increasingly becomes a core application development approach, as an avenue for migrating existing workloads to the cloud, it remains a minority option. NelsonHall estimates that ~23% of all workloads being migrated to the cloud, are migrated via re-architecting as a cloud native developed application.more than 30% of cloud workloads migrated in 2020
    • AWS is the most commonly cited public cloud provider that IT service vendors are migrating their clients to. Given its maturity of offerings and its scale, it has been the default choice of many clients. Vendors with the highest concentration of AWS clients include Atos (70% of client base) and LTI (65%).However, while AWS is the market leader, IT service vendors are seeing a shift in enterprise adoption, with clients increasingly looking to other providers. This is driven by factors including Azure Stack offering from Microsoft offering value in a hybrid cloud environment and improved maturity of Google and Oracle offerings.The biggest factor though may be Amazon’s breadth of businesses. Companies that view Amazon as competition are increasingly looking to migrate to competing clouds, even migrating away workloads currently residing in AWS. This is particularly acute in the retail sector.Amazon’s breadth of business is aiding its rivals’ growth
    • Cloud migration is increasingly not a standalone exercise but rather the result of multiple delivery teams
    • Vendor Delivery
    • Vendors’ automated migration tools replicate workloads to
    • Appendix I
    view this reportdownload abstract

  • Business Process Transformation through RPA and AI

    May 16, 2018 | Market Analysis by John Willmott

    NelsonHall's market analysis of business transformation through RPA and AI consists of 88 pages. [...]

    Table of contents:

    • Changing Shape of Business Process Transformation
    • Customer Requirements for Business Process Transformation
    • Market Size & Growth
    • Vendor Market Shares
    • Service Delivery in Business Process Transformation
    • Key Technologies in Business Process Transformation
    • Vendor Positioning in Business Process Transformation
    • Challenges & Success Factors in Business Process Transformation
    • Appendix 1: Lessons from early adopters of RPA
    view this reportdownload abstract

  • Digital Banking Services Market Assessment and Forecast

    May 11, 2018 | Market Analysis by Andy Efstathiou

    NelsonHall's market analysis of the digital banking services market consists of 87 pages. [...]

    Table of contents:

    • Changing Shape of Digital Banking
    • 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 Digital Banking
    view this reportdownload abstract

  • GDPR Services

    May 01, 2018 | Market Analysis by Mike Smart

    NelsonHall's market analysis of GDPR compliance services industry and trends consists of 53 pages. [...]

    Table of contents:

    • Changing Shape of the Compliance Market
    • Customer Requirements
    • Market Size and Growth
    • Vendor Market Shares
    • Vendor Offerings and Targeting
    • Vendor Challenges and Success Factors
    • Appendix I - Glossary
    • Appendix II – Vendors Researched for Analysis
    view this reportdownload abstract

  • Next Generation HCM Technology

    Apr 12, 2018 | Market Analysis by Pete Tiliakos

    NelsonHall's market analysis of the cloud HCM technology market consists of 84 pages. [...]

    Table of contents:

    • Changing Shape of HCM Technology
    • Customer Requirements
    • Market Size and Growth
    • Vendor Market Shares
    • Vendor Offerings
    • Vendor Targeting
    • Delivery Capability
    • Vendor Challenges and Success Factors
    • Appendix I – Vendors Researched
    • Appendix II – Glossary and Definitions
    view this reportdownload abstract

  • Payroll Services - Client Expectation Analysis

    Apr 12, 2018 | Market Analysis by Pete Tiliakos

    NelsonHall's client expectation analysis of Payroll Services consists of 40 pages. [...]

    Table of contents:

    • Executive Summary
    • Client Demographics
    • Payroll Services Usage and Satisfaction
    • Payroll Services Benefits
    • Vendor Approach To Benefit Delivery
    • Customer Satisfaction With Vendor Performance
    • Vendor Ability To Meet Clients’ Future Requirements
    • Key Considerations for Success
    view this reportdownload abstract

  • Next Generation Learning BPS: Catalog Approach v. Collaborative Approach

    Apr 06, 2018 | Market Analysis by Amy Gurchensky

    NelsonHall's market analysis of the next generation learning BPS industry consists of 76 pages. [...]

    Table of contents:

    • Changing Shape of Learning BPS
    • Customer Requirements
    • Market Size and Growth
    • Vendor Market Shares
    • Vendor Offerings
    • Vendor Targeting
    • Delivery Capabilities
    • Vendor Challenges and Success Factors
    • Appendix I: Vendors Researched for Analysis
    view this reportdownload abstract

  • RPA & AI Technology Evaluation

    Apr 05, 2018 | Market Analysis by David Mayer

    NelsonHall's market analysis of the RPA and AI industry and trends consists of 85 pages. [...]

    Table of contents:

    • Introduction
    • Changing Shape of the RPA and AI Market
    • Customer Requirements
    • Market Size and Growth
    • Vendor Market Shares
    • Vendor Offerings and Targeting
    • Selection Criteria, Challenges, and Success Factors
    • Appendix I – Vendors Researched
    view this reportdownload abstract

  • Big Data and Analytics Services

    Feb 16, 2018 | Market Analysis by Dominique Raviart

    NelsonHall's market analysis of big data and analytics services consists of 65 pages. It provides an in-depth understanding of the dynamics at play in the big data and analytics services market.   [...]

    Table of contents:

    • Changing Shape of Big Data and Analytics Services Market
    • Customer Requirements:
    • Market Size and Growth
    • Vendor Market Shares
    • Vendor Trends and Delivery Capabilities
    • Vendor Offerings and Targeting
    • Vendor Challenges and Success Factors
    • Appendix I – Definitions
    • Appendix II – Verticals
    • Appendix III – Methodology for Estimating Vendor Revenues
    • Appendix IV – Vendors Researched for Analysis
    view this reportdownload abstract

Featured posts on our blogs:

  • Talent Disruption: What’s Next?

    Jun 15, 2018, by Gary Bragar

      Last week, I attended and presented at Futurestep’s second annual client event, themed Talent Disruption: What’s Next? with clients attending from Asia Pacific, Europe and North America. Below is a round-up of the event’s main talking points. Key talent acquisition[...]

    read post

  • Teleperformance to Acquire Intelenet, Makes Strategic Bet on India & Analytics

    Jun 15, 2018, by Ivan Kotzev

      After several months of media speculation, Teleperformance officially announced yesterday an agreement to acquire Intelenet Global Services from the private equity Blackstone for a total consideration of $1bn. Boost for Indian market The deal will expand Teleperformance’s t[...]

    read post

  • Tech Mahindra’s ATA Tackles the Challenges of Model-Based Testing

    Jun 15, 2018, by Dominique Raviart

      Tech Mahindra recently briefed NelsonHall on its new model-based testing (MBT) offering, Automated Test Assurance (ATA). To date, enterprises have shown interest in MBT technology, but take up has been low, partly because they had already invested in creating test cases and test script[...]

    read post
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Most recent posts on our blogs:

  • Talent Disruption: What’s Next?

    Jun 15, 2018, by Gary Bragar

      Last week, I attended and presented at Futurestep’s second annual client event, themed Talent Disruption: What’s Next? with clients attending from Asia Pacific, Europe and North America. Below is a round-up of the event’s main talking points. Key talent acquisition[...]

    read post

  • Teleperformance to Acquire Intelenet, Makes Strategic Bet on India & Analytics

    Jun 15, 2018, by Ivan Kotzev

      After several months of media speculation, Teleperformance officially announced yesterday an agreement to acquire Intelenet Global Services from the private equity Blackstone for a total consideration of $1bn. Boost for Indian market The deal will expand Teleperformance’s t[...]

    read post

  • Tech Mahindra’s ATA Tackles the Challenges of Model-Based Testing

    Jun 15, 2018, by Dominique Raviart

      Tech Mahindra recently briefed NelsonHall on its new model-based testing (MBT) offering, Automated Test Assurance (ATA). To date, enterprises have shown interest in MBT technology, but take up has been low, partly because they had already invested in creating test cases and test script[...]

    read post
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