NelsonHall recently attended Wipro’s Analyst and Advisory Summit in London. Sarat Chand, Wipro UK&I MD, provided an update on the UK&I business, which now has ~18k employees and 50 key clients in the U.K. He further reiterated the company’s UK&I industry-focused operating model aligning to prioritized industry verticals including BFSI, insurance and wealth, co[...]

  This year’s HR Tech conference reflected a turning point in the HR technology landscape. As AI adoption continues with more practical deployments and consolidation continues across HCM and EX, vendors are emphasizing platform unification, responsible AI design, evolving enterprise use cases, and deeper integrations. Meanwhile, buyers are prioritizing solutions that deliver fast[...]

  WNS recently briefed me on its Digital Policy Administrator (DPA) solution/platform, a patent for which is pending and is not yet publicly available. The DPA is positioned as a utility-style third-party administration (TPA) platform for the life and annuities (L&A) sector, built to reduce the burden of legacy technology debt and enable faster rollout of new products.   [...]

  EXL recently briefed me on how it is leveraging agentic AI in the insurance industry, a sector that is at a turning point in its AI journey. Early experiments with large, general-purpose models have proven what’s possible, but they’ve also revealed what does not work. Hallucinations, high costs, and generic outputs are incompatible with an industry built on precision, reg[...]

  Infosys BPM is rapidly transitioning from traditional ‘AI-augmented operations’ with AI in the loop to ‘AI-first operations’ with humans in the loop, embracing all aspects of people, process, and technology that need to evolve for this transition. In particular:   People: will need to develop AI-first and transaction elimination mindsets and in[...]

  UiPath’s FUSION 2025 event marked a pivot for the company to agentic automation. Formerly known as Forward, the event has been rebranded FUSION to underscore UiPath’s vision for integration — the fusion of agents, robots, and humans, all orchestrated in a single unified platform. In effect, the previously launched Maestro steps up as the master orchestrator, handl[...]

  This month, Capita hosted its inaugural Connect event to showcase the reinvented Capita Experience division. Capita CEO Adolfo Hernandez, Capita Experience CEO Corinne Ripoche, and the management team described the division’s internal transformation and restructuring over the last two years and their strategic vision and tactical steps on the roadmap to delivering CX [...]

  Last week, the 2025 HR Tech Conference brought together over 400 vendors and more than 6,000 international participants in Las Vegas. Providers launched product innovations, explored partnerships, presented practical use cases, and briefed industry analysts.   HR’s use of GenAI and agentic AI continues to evolve, providing autonomous, intelligent digital worke[...]

  In this blog, I look at the rise of private credit and Cognizant’s operational services that are tailored to meet the needs of the private credit industry.       The Rise of Private Credit The creation and availability of alternative assets such as crypto, private equity, tokenized assets, and tangible assets, is expanding much faster than th[...]

  Whilst ~130 people joined the ADP Innovation Day New York to hear updates on ADP product investments, I had an interesting conversation with CEO Maria Black in the corridor. We discussed why “big” matters and whether being the largest payroll provider in the world with 75 years’ experience really makes a difference. Arguably, the market may be tired of hearing about[...]

  On July 8, Employer of Record (EOR) provider Multiplier held its first analyst day in New York, where it shared details of its strategies, transformational client solutions, product roadmaps, and insights into the human capital industry. The event also highlighted the impact of GenAI on the sector, the careful balance between technology and human interaction within the employee lifec[...]

  I recently completed a global market assessment of mortgage and loan operations services. I found that the mortgage and loan industry is restructuring at a faster pace than at any time since the Savings and Loan Crisis of the early 1990s, as mergers and divestitures have increased in size and frequency. For example, over the past twelve months in the U.S., Rocket Mortgage has acqu[...]

  In March 2025, Tech Mahindra officially launched its Altavec geospatial data and analytics platform. Altavec provides geospatial data management and operations across large-scale mapping initiatives, a priority area for asset-heavy industries. From spatial data to actionable insights In 2022, Tech Mahindra acquired a majority stake in Australian AI firm Geomatic.AI for AUD 6m. [...]

  AI now has a significant and growing role to play in driving predictability and proactivity across the IT ecosystem, enhancing the experience, expediting re-skilling, and improving business outcomes. This is resulting in: Greater focus on cognitive consulting and advisory services, including AI-powered OCM to drive adoption and ROI Increasing investment in GenAI and Agentic A[...]

The BPS industry has undergone a significant shift over the last 25 years, from being labor-intensive to becoming cloud-native and digitally-enabled. And now, with the surge in AI solutions and a shift towards Agentic AI, the BPS industry is undergoing foundational change. As enterprises race to digitalize, automate, and reinvent themselves, the traditional lines between consulting, [...]

Now that the anticipated acquisition of WNS has been announced, what does this mean for Capgemini and for the broader BPS market? We feel this is a sound and timely move by Capgemini that will position it very strongly as the BPS market evolves to what it and other providers are calling ‘Intelligent BPS’. Firstly, some basic facts: News of interest by several firms in a[...]

  In this blog, I examine Genpact’s Client Zero, an initiative in which the company is using itself as a testing ground to prove that AI can reshape enterprise operations for scale, efficiency, and employee experience – rather than simply advising on AI-led transformation. The objective is to identify proof points of outcomes being realized with AI-led transformation s[...]

  In a recent discussion, NelsonHall explored how WNS HealthHelp continues to modernize utilization management (UM) through scalable AI, real-time decision-making, and configurable service models. WNS HealthHelp’s platform, Consult™, builds on its evidence-based clinical guidance and continues to achieve high ROI and provider satisfaction through automation and more coll[...]

  In this blog, I look at the growing requirement for operational flexibility in banking, and at a specific KYC initiative from Capgemini aimed at addressing this. Industry trends Financial institutions and regulators are increasing their financial crime and compliance (FCC) activities for three reasons: The failure of Silicon Valley Bank (SVB), which highlighted the risk o[...]

  In May, I visited TP Barcelona, where the company showcased its flagship multilingual operations in Spain and shared its B2B revenue operations as a service, built on a foundation of data-driven sales strategies, integrated sales and marketing processes, and AI-powered sales enablement. TP Spain: multilingual hub for high-end CX services TP has ~11.2k employees in Spain in ten [...]