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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 Outsourcing Research and Analysis firm, and is widely regarded as one of the world's leading authorities on Business Process Services (BPS).

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Rachael Stormonth

Rachael is Executive Vice President, Research, at NelsonHall and has global responsibility for multiple programs including the flagship Key Vendor Assessment subscription program and the NelsonHall Industry Insight database.

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Amy L. Gurchensky

Amy is a Senior Analyst at NelsonHall, working as part of the global HRO research team. In this key role, Amy assists both buy-side and vendor organizations in assessing opportunities and supplier capability across HRO service lines.

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Andy Efstathiou

Andy is the Banking Sourcing Research Director at NelsonHall where he has global responsibility for Retail and Capital Markets Banking BPO.

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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 McIntire is a Research Director at NelsonHall, and a member of the global IT Services research team.

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Declan McLoughlin

Declan is a Research Data Consultant at NelsonHall, the leading Outsourcing Research and Analysis firm.

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Dominique Raviart

Dominique Raviart is the IT Services Research Director at NelsonHall, the leading Outsourcing Research and Analysis firm, where he has global responsibility for IT Services research programs.

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Fiona Cox

Fiona is the Lead Analyst for NelsonHall's Insurance BPS research.

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Gary Bragar

Gary is the HR Outsourcing Research Director at NelsonHall, the leading BPO research and analysis firm, where he has global responsibility for HRO programs.

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Ivan Kotzev

Ivan is a Customer Management Services (CMS) analyst with NelsonHall, sharing global responsibility for CMS research and client support.

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John Laherty

John is a Senior Research Analyst with a special focus on NelsonHall's Key Vendor Assessments, working alongside Rachael Stormonth.

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Mike Smart

Mike is a Research Analyst 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 HRO research globally. Nikki is responsible for HRO research in the areas of Recruitment Process Outsourcing (RPO), Managed Service Program (MSP), and Payroll Outsourcing.

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Panos Filippidis

Panos is a Research Analyst at NelsonHall, the leading Outsourcing Research and Analysis firm, where he has responsibility for global research in Healthcare & Insurance BPS.

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Vicki Jenkins

Vicki is a Senior Analyst working on NelsonHall's Customer Management Services (CMS) program, sharing global responsibility for CMS research and client support. Her special focus is on CMS by industry sector.

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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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Guy Saunders

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

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Matthaus Davies

Matthaus is a Sourcing Advisor, responsible for managing NelsonHall's buy-side relationships.

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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:

  • Retail Banking BPS

    Aug 03, 2016 | Market Analysis by Andy Efstathiou

    NelsonHall's market analysis of "Retail Banking BPO" consists of 76 pages. RB BPS is a large scale, mature business with high adoption by tier 1 banks in mature markets, and low adoption by mid/small tier banks or all banks in emerging markets. Current adoption is from global banks, with single tower BPS engagements. Vendors are de [...]

    Table of contents:

    • Introduction
    • 1. Changing Shape of Retail Banking BPS
    • 2. Buy-side Requirements
    • 3. Market Size and Growth
    • 4. Vendor Market Shares
    • 5. Vendor Offerings and Targeting
    • 6. Vendor Challenges and Success Factors
    • 7. Appendix A – Service Definitions
    • 8. Appendix B – Vendor Details
    • 9. Appendix C – Key Regulations
    view this reportdownload abstract

  • Transforming Software Testing Services Through DevOps and Digital Automation

    Jul 20, 2016 | Market Analysis by Dominique Raviart

    NelsonHall's market analysis of the software testing services market consists of 99 pages. Software testing is truly at the forefront of innovation with regards to automation (years before RPA came into fashion), and now AI/cognitive.  [...]

    Table of contents:

    • The Changing Shape of Software Testing Services
    • Buy-Side Requirements
    • Market Size and Growth
    • 3.1. Market Size and Growth - STS by Engagement Form
    • 3.2. Market Size and Growth - STS by Service Line
    • 3.3. Market Size and Growth - STS by Geography and Vertical
    • 3.4. Market Size and Growth - STS by Client Segment
    • Vendor Market Shares
    • Delivery Trends
    • Vendor Challenges and Success Factors
    • Future of Testing
    • 7.1. Future of Testing: - Balancing Software Testing Service Portfolio and Commercials with Emerging Trends
    • 7.2. Future of Testing: - Towards IP Based Offerings and Platforms
    • 7.3. Future of Testing - Towards Specialized Factory Based Delivery
    • 7.4. Future of Testing: - Convergence of Software Testing with Other Testing Activities?
    • Vendor Targeting
    • Appendix 1: Definitions
    • Appendix 2: Verticals
    • Appendix 3: Methodology for Revenue Estimates
    • Appendix 4: Assumptions for Market Forecasts
    • Appendix 5: Vendors Researched
    view this reportdownload abstract

  • Targeting CMS in the Retail and CPG Sector

    Jul 15, 2016 | Market Analysis by Vicki Jenkins

    NelsonHall's market analysis of customer management services in the retail and CPG sector consists of 58 pages. [...]

    Table of contents:

    • Customer Management Services in Retail and CPG
    • Changing Shape of CMS in Retail and CPG
    • Customer Requirements
    • Market Size and Growth
    • Vendor Market Shares
    • Vendor Offerings and Targeting
    • CMS Delivery in Retail and CPG
    • Challenges and Success Factors
    • Appendix I – Vendors Researched
    view this reportdownload abstract

  • Targeting Life, Annuities and Pensions BPS

    Jun 06, 2016 | Market Analysis by Panos Filippidis

    NelsonHall's market analysis of the life annuities and pensions BPS market consists of 49 pages. The report focuses on life annuities and pensions services, looking overall and at each service offering individually.  [...]

    Table of contents:

    • Introduction
    • Changing Shape of the Life, Annuities & Pensions BPS Market
    • Customer Requirements
    • Market Size and Growth
    • Vendor Market Shares
    • Vendor Offerings and Targeting
    • Vendor Delivery in Life, Annuities & Pensions BPS
    • Critical Success Factors
    • Appendix I – Vendors Researched
    view this reportdownload abstract

  • Targeting Cloud Based HR Services

    May 24, 2016 | Market Analysis by Amy Gurchensky

    NelsonHall's market analysis of the Cloud Based HR Services industry and Cloud Based HR Services trends consists of 74 pages. [...]

    Table of contents:

    • Targeting Cloud Based HR Services
    • Changing Shape of Cloud Based HR Services
    • 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
    • Appendix II: Vendor Capabilities
    • Appendix III: Abbreviations
    view this reportdownload abstract

  • Next Generation Finance & Accounting BPS

    May 23, 2016 | Market Analysis by John Willmott

    NelsonHall’s “Next Generation Finance & Accounting BPS” 38-page report is based on interviews with executives within both BPS vendors and audit firms. The report analyzes the “art-of-the-possible” and emerging developments within F&A outsourcing. In particular, the report covers client requirements from n [...]

    Table of contents:

    • Next Generation Finance & Accounting BPS
    • Next Generation F&A – What do Clients Want?
    • Impact of Robotics
    • Platform & Cloud-Based Services including BPaaS
    • Reporting & Analytics
    • Indirect and Direct Tax Outsourcing
    • SOX Outsourcing
    • Evolution of Commercial Pricing Models
    • Conclusions
    view this reportdownload abstract

  • Indirect and Direct Tax Outsourcing

    May 20, 2016 | Market Analysis by John Willmott

    NelsonHall’s “Indirect and Direct Tax Outsourcing” 29 page report is based on interviews with executives within both BPS vendors and audit firms offering taxation outsourcing services. The report analyzes the “art-of-the-possible” and opportunities for outsourcing across indirect and direct taxation. In particula [...]

    Table of contents:

    • NelsonHall – The Leading Source of BPS Information at Half the Cost
    • Introduction
    • Vendor Assessments
    • Conclusions
    view this reportdownload abstract

  • SOX Outsourcing

    May 20, 2016 | Market Analysis by John Willmott

    NelsonHall’s “SOX Outsourcing” 20 page report is based on interviews with executives within both BPS vendors and audit firms offering SOX outsourcing services. The report analyzes the “art-of-the-possible” and opportunities for outsourcing the testing of financial transactions to support operational effectiveness in [...]

    Table of contents:

    • SOX Outsourcing
    • Introduction
    • Vendor Assessments
    • Conclusions
    view this reportdownload abstract

  • Application of Technology to BPS Process Optimization

    May 19, 2016 | Market Analysis by John Willmott

    NelsonHall’s “Application of Technology to Process Optimization” 28-page report is based on interviews with executives within BPS vendors applying new technologies such as RPA, BPaaS, and AI/analytics to business processes and analyzes, the role of each of these new digital technologies on BPS service delivery. In particular, t [...]

    Table of contents:

    • Client Satisfaction with BPS
    • Application of RPA
    • Role of BPaaS
    • Reporting and Analytics
    • Commercials & governance
    • Conclusions
    view this reportdownload abstract

  • Targeting Recruitment Process Outsourcing 2016

    May 19, 2016 | Market Analysis by Gary Bragar

    NelsonHall's market analysis of the Recruitment Process Outsourcing industry and trends consists of 111 pages. [...]

    Table of contents:

    • Targeting Recruitment Process Outsourcing
    • 1. Changing Shape of RPO Services
    • 2. Customer Requirements
    • 3. Market Size and Growth
    • 4. Vendor Market Shares
    • 5. Vendor Offerings and Targeting
    • 6. Geographic Patterns in Recruitment Process Outsourcing
    • 7. Offshore Delivery in Recruitment Process Outsourcing
    • 8. Vendor Challenges and Success Factors
    • 9. Appendix I - Vendors Researched for Analysis
    • 10. Appendix II - Explanations and Abbreviations
    • 11. Appendix III - Platforms used by RPO Vendors
    view this reportdownload abstract

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