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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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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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Alison Heatherington

Alison is Editor at NelsonHall, the leading Outsourcing Research and Analysis firm, where she has responsibility for editing all research publications, including Vendor Assessments and Market Analyses.

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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:

  • 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

  • Digital Customer Experience Services: How India Can Lead the World

    Feb 15, 2018 | Market Analysis by Ivan Kotzev

    NelsonHall’s “Digital Customer Experience Services – How India Can Lead the World” report is based on interviews with CX Services providers and clients with delivery operations in India. This purpose of the study is to identify the client requirements and providers’ best practices to deliver CX services across the d [...]

    Table of contents:

    • EXECUTIVE SUMMARY
    • MARKET SIZE
    • CHANGING CLIENT REQUIREMENTS
    • USE OF NEW BUSINESS MODELS AND TECHNOLOGIES
    • A. BEST PRACTICE FRAMEWORKS & KEY COMPONENTS
    • B. BEST PRACTICE BENEFITS REALIZATION
    • BENEFITS FROM NEW BUSINESS MODELS AND TECHNOLOGIES
    • INDUSTRY SECTOR REQUIREMENTS AND DIFFERENTIATING FACTORS
    • MATURITY OF NEW BUSINESS MODELS AND TECHNOLOGIES
    • ROADMAP FOR GROWTH IN DIGITAL CX
    • FEATURED CASE STUDIES
    • PROFILES OF LEADING VENDORS
    view this reportdownload abstract

  • The Client Vision for Next Generation Customer Service

    Feb 15, 2018 | Market Analysis by John Willmott

    NelsonHall’s “The Client Vision for Next Generation Customer Service” report is based on interviews with executives with responsibility for customer service operations in the U.S., U.K., and Continental Europe, specifically addressing the customer service visions of executives in each of the energy and utilities, healthcare payer, [...]

    Table of contents:

    • Introduction
    • Objectives
    • Methodology
    • Structure of the Report
    • Executive Summary
    • Organizations Seeking to Eliminate Voice Interactions & Optimize the Channel Mix
    • New Digital Process Models are Critical to the Future of Customer Service
    • BPS Favored by Shift to Next Generation Customer Service
    • Customer Service Satisfaction and Delivery Enhancement
    • Next Generation Customer Service Vision & Initiatives
    • Next Generation Customer Services Channel & Technology Adoption
    • Next Generation Customer Service Sourcing & Vendor Selection
    view this reportdownload abstract

  • Customer Experience Services in Travel, Transport, and Hospitality

    Feb 14, 2018 | Market Analysis by Ivan Kotzev

    NelsonHall's market analysis of customer experience services in the travel, transport, and hospitality sectors consists of 84 pages. [...]

    Table of contents:

    • Introduction
    • Changing Shape of CX Services in TT&H
    • Customer Requirements
    • Market Size and Growth
    • Vendor Market Shares
    • Vendor Offerings and Targeting
    • Delivery in CX Services in TT&H
    • Selection Criteria, Challenges, and Success Factors
    • Appendix I – Vendors Researched
    view this reportdownload abstract

  • Impact of Digital on IT Services in the Capital Markets Sector: 2018

    Jan 16, 2018 | Market Analysis by David McIntire

    NelsonHall’s “Impact of Digital on IT Services in the Capital Markets Sector: 2018” 49-page report is based on global interviewing of senior executives across the capital markets sector in four geographies: U.S., U.K., Continental Europe, and Asia Pacific. The report identifies the principal business issues faced by capital mar [...]

    Table of contents:

    • Introduction
    • Objectives
    • Methodology
    • Structure of the Report
    • Executive Summary
    • Leading Capital Markets Companies Looking to Digitalize Operations to Reduce Operating Costs
    • Trade Management is a Major Focus of Integration and Automation Initiatives
    • Modernizing Application Landscapes and Automating IT Operations to Free Up Transformation Budgets
    • Increasingly Using Niche Specialists in Support of Digital Initiatives
    • Market Forecast
    • Key Business Priorities & Initiatives
    • Key IT Initiatives
    • Digital Initiatives Planned
    • Anticipated Changes in IT Budget
    view this reportdownload abstract

  • Impact of Digital on IT Services in the Life, Annuities, and Pensions Sector: 2018

    Jan 16, 2018 | Market Analysis by David McIntire

    NelsonHall’s “Impact of Digital on IT Services in the Life, Annuities, and Pensions Sector: 2018” 48-page report is based on global interviewing of senior executives across life, annuities, and pensions sector in four geographies: U.S., U.K., Continental Europe, and Asia Pacific. The report identifies the principal business iss [...]

    Table of contents:

    • Introduction
    • Objectives
    • Methodology
    • Structure of the Report
    • Executive Summary
    • Life, Annuities and Pensions Companies are Responding to Increasing Costs and Complexity by Focusing on Digitalizing Their Operations
    • Focusing Digital Initiatives on Online Sales and Service and Electronic Support for Claims & Exits
    • Increasing Use of SaaS for New Initiatives while Automating IT Operations & Support
    • Industry Knowledge Critical as Spend Moves to Niche Vendors
    • Market Forecast
    • Key Business Priorities & Initiatives
    • Key IT Initiatives
    • Digital Initiatives Planned
    • Anticipated Changes in IT Budget
    view this reportdownload abstract

Featured posts on our blogs:

  • 6 Ways to Prepare for Cognitive Automation During RPA Implementation

    Apr 23, 2018, by David Mayer

      2017 brought a surge of RPA deployments across industries, and in 2018 that trend has accelerated as more and more firms begin exploring the many benefits of a digital workforce. But even as some firms are just getting their RPA projects started, others are beginning to explore the nex[...]

    read post

  • Is Amazon the Biggest Threat to AWS’ Enterprise Public Cloud Domination?

    Apr 20, 2018, by David McIntire

      Over the last several years, the public IaaS market has grown rapidly, with major public IaaS providers growing at 45% or more annually, as estimated by NelsonHall. However, large enterprises are only moving a small portion of their application landscapes to public cloud, maintaining l[...]

    read post

  • Infostretch: Leveraging AI for Software Test Optimization

    Apr 17, 2018, by Dominique Raviart

      I have touched several times on how AI is being used in the context of software testing for reducing the number of test cases, optimizing coverage, and estimating the number of defects in an upcoming release of an application. And, as AI technology is becoming pervasive, we are expecti[...]

    read post
view all blog posts subscribe to blog alerts

Most recent posts on our blogs:

  • 6 Ways to Prepare for Cognitive Automation During RPA Implementation

    Apr 23, 2018, by David Mayer

      2017 brought a surge of RPA deployments across industries, and in 2018 that trend has accelerated as more and more firms begin exploring the many benefits of a digital workforce. But even as some firms are just getting their RPA projects started, others are beginning to explore the nex[...]

    read post

  • Is Amazon the Biggest Threat to AWS’ Enterprise Public Cloud Domination?

    Apr 20, 2018, by David McIntire

      Over the last several years, the public IaaS market has grown rapidly, with major public IaaS providers growing at 45% or more annually, as estimated by NelsonHall. However, large enterprises are only moving a small portion of their application landscapes to public cloud, maintaining l[...]

    read post

  • Infostretch: Leveraging AI for Software Test Optimization

    Apr 17, 2018, by Dominique Raviart

      I have touched several times on how AI is being used in the context of software testing for reducing the number of test cases, optimizing coverage, and estimating the number of defects in an upcoming release of an application. And, as AI technology is becoming pervasive, we are expecti[...]

    read post
view all blog posts subscribe to blog alerts

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