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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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Bailey Kong

Bailey is a Research Analyst with shared responsibility for digital transformation technology research, working alongside Mike Smart within NelsonHall's Digital Transformation Technologies & Services practice.

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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 McIntire

David is an IT Services Research Director at NelsonHall, with shared responsibility for IT Services research globally with Dominique Raviart, John Laherty, and Mike Smart.

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Dominique Raviart

Dominique Raviart is the IT Services Practice Director at NelsonHall, with global responsibility for IT Services research programs.

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Elizabeth Rennie

Liz is a Principal Research Analyst with global responsibility for key HR research projects including Cloud-Based HR Transformation, Cloud-Based Benefits Services, and The Future of HR, as part of NelsonHall's wider HR Technology & Services practice.

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Gary Bragar

Gary is the HR Services Research Director at NelsonHall, where he has shared global responsibility for HR Services programs with Pete Tiliakos and Nikki Edwards.

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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 at NelsonHall. He is a member of the global IT Services research team with shared responsibility for IT Services research with Dominique Raviart, David McIntire, and Mike Smart.

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Mike Smart

Mike is a Senior Analyst and Operations Officer at NelsonHall. His main research focus is on digital transformation technologies, including RPA, blockchain, IoT, artificial intelligence, cognitive, and machine learning.

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Nikki Edwards

Nikki is a Principal Research Analyst at NelsonHall, where she has shared global responsibility for HR Services programs with Gary Bragar and Pete Tiliakos. Nikki covers HR Services research in the areas of Recruitment Process Outsourcing (RPO), Managed Service Programs (MSP), Total Talent, and Learning.

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Pete A. Tiliakos

Pete is a Principal Analyst at NelsonHall, with shared responsibility for HR Services research globally with Nikki Edwards, and Gary Bragar. Pete covers HR Services research in the areas of payroll services, cloud-based HR 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 covers the following BPS sectors: P&C and life & annuities insurance; healthcare payer and provider; and benefits administration.

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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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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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featured reports:

  • Operational Transformation in the Healthcare Payer Sector: 2020

    Jan 23, 2020 | Market Analysis by John Willmott

    NelsonHall’s “Operational Transformation in the Healthcare Payer Sector: 2020” 41-page report is based on global interviewing of senior executives in the healthcare payer sector across four geographies: U.S., U.K., Continental Europe, and Asia Pacific. In particular, the report analyzes the principal business issues faced by he [...]
    view this reportdownload abstract

  • Operational Transformation in the Healthcare Provider Sector: 2020

    Jan 23, 2020 | Market Analysis by John Willmott

    NelsonHall’s “Operational Transformation in the Healthcare Provider Sector: 2020” 41-page report is based on global interviewing of senior executives in the healthcare provider sector across four geographies: U.S., U.K., Continental Europe, and Asia Pacific. In particular, the report analyzes the principal business issues faced [...]
    view this reportdownload abstract

  • Digital Manufacturing Services

    Jan 13, 2020 | Market Analysis by Dominique Raviart

    NelsonHall's market analysis of the digital manufacturing services market consists of 65 pages. It provides an in-depth understanding of the dynamics at play in the digital manufacturing services and focuses on several uses cases, for instance equipment uptime, plant uptime, product quality, worker and safety productivity, theft reduction, thro [...]
    view this reportdownload abstract

  • Cognitive and Self-Healing IT Infrastructure Management Services

    Dec 13, 2019 | Market Analysis by John Laherty

    NelsonHall's market analysis of cognitive and self-healing IT infrastructure management services industry and trends consist of 68 pages plus detailed appendices. [...]

    Table of contents:

    • 1. Introduction
    • 2. Changing Shape of Cognitive and Self-Healing IT Infrastructure Management Services
    • 3. Customer Requirements
    • 4. Market Size and Forecast
    • 5. Vendor Market Shares
    • 6. Vendor Offerings & Capabilities
    • 7. Delivery of Cognitive and Self-Healing IT Infrastructure Management Services
    • 8. Challenges and Success Factors
    • Appendix I: Vendor IP
    • Appendix II: Vendors Researched
    • Appendix III: Glossary and Definitions
    view this reportdownload abstract

  • Cognitive Customer Experience Services

    Dec 13, 2019 | Market Analysis by Ivan Kotzev

    NelsonHall's market analysis of cognitive customer experience services industry and trends consist of 71 pages plus detailed appendices. [...]

    Table of contents:

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

  • Transforming Property and Casualty BPS with Touchless Processing

    Dec 13, 2019 | Market Analysis by Sven Lohse

    NelsonHall’s “Transforming Property and Casualty BPS with Touchless Processing” report details current consumer and technology trends; P&C carrier requirements; and the key success factors and opportunities for suppliers of P&C BPS.           [...]

    Table of contents:

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

  • Operational Transformation in the Commercial Property & Casualty Insurance Sector: 2019

    Dec 10, 2019 | Market Analysis by John Willmott

    NelsonHall’s “Operational Transformation in the Commercial Property & Casualty Insurance Sector: 2019” 43-page report is based on global interviewing of senior executives in the commercial property & casualty sector across four geographies: U.S., U.K., Continental Europe, and Asia Pacific. In particular, the report anal [...]

    Table of contents:

    • Introduction
    • Executive Summary
    • Market Forecast
    • Key Business Issues & Initiatives
    • Operational Transformation Initiatives by Technology
    • Impact of Operations Transformation on Sourcing
    • Impact of Operations Transformation on Productivity & Expenditure
    view this reportdownload abstract

  • Digital Banking Services: Establishing New Digital Banks

    Dec 05, 2019 | Market Analysis by Andy Efstathiou

    NelsonHall's market analysis of digital banking services consists of 94 pages. [...]

    Table of contents:

    • 1. Changing Shape of Digital Banking Services
    • 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 Digital Banking Services
    view this reportdownload abstract

  • Learning Services: Transforming the Way the Workplace Learns

    Dec 04, 2019 | Market Analysis by Nikki Edwards

    NelsonHall's market analysis of the Learning Services Outsourcing industry and trends consists of 124 pages. [...]

    Table of contents:

    • 1. Changing Shape of Learning Services
    • 2. Client Requirements
    • 3. Market Size and Growth
    • 4. Vendor Market Shares
    • 5. Vendor Offerings and Targeting
    • 6. Vendor Delivery in Learning Services
    • 7. Challenges and Success Factors
    • Appendix I: Abbreviations and Definitions
    • Appendix II: Services Offered
    • Appendix III: Vendor Developments in Proprietary Learning Platforms
    • Appendix IV: Other Tools Used
    • Appendix V: Vendors Researched
    view this reportdownload abstract

  • Agile, DevOps and Automated Development Services

    Nov 28, 2019 | Market Analysis by David McIntire

    NelsonHall's market analysis of agile, DevOps and automated development services consists of 52 pages. [...]

    Table of contents:

    • 1. Changing Shape of Agile, DevOps and Automated Development 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
    • Appendix II
    • Appendix III
    view this reportdownload abstract

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