Vendor Analysis
published on Mar 12, 2024
Report Overview:
This NelsonHall assessment analyzes WNS' offerings and capabilities in CX Services Transformation
Who is this Report for:
NelsonHall’s CX Services Transformation profile on WNS is a comprehensive assessment of WNS’ offerings and capabilities, designed for:
- Sourcing managers monitoring the capabilities of existing suppliers of CX services and identifying vendor suitability for content moderation, trust and safety, and content development RFPs
- Vendor marketing, sales, and business managers looking to benchmark themselves against their peers
- Financial analysts and investors specializing in the CX services sector.
Scope of this Report:
The report provides a comprehensive and objective analysis of WNS’ CX Services Transformation offerings, capabilities, and market and financial strengths, including:
- Identification of the company’s strategy, emphasis, and new developments
- Analysis of the company’s strengths, challenges, and outlook
- Revenue estimates
- Analysis of the profile of the company’s customer base, including the company’s targeting strategy and examples of current contracts
- Analysis of the company’s offerings and key service components
- Analysis of the company’s delivery organization, including the location of delivery centers.
Key Findings & Highlights:
In 2023, WNS moved to a new organizational structure with four SBUs, each headed by a Chief Business Officer (CBO). The four SBUs combine the client verticals into groups while maintaining each vertical as an independent business unit. This strategy is aligned with the company’s hyperfocus on domain CX services. The foundation of this approach is the EXPIRIUS platform stack WNS enhanced with genAI by conducting experiments, built POCs, and integration.
Outsourcing clients looking for a provider with strong industry and domain-specific applications suite across automation, analytics, and AI, including genAI and mature commercial models with advanced pricing constructs, should especially consider this profile on WNS.