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NelsonHall Blog

  • Webhelp Helping Reinvent French Public Sector CX

    Aug 04, 2021, by Ivan Kotzev

      2020 triggered multiple large-scale engagements between public sector bodies and CX services providers, with contract activity growing 12.5% year-over-year to reach $4.7bn globally this year (NelsonHall estimate). Outsourcing companies provided healthcare information lines, patient track and trace, unemployment and social benefits hotlines, and loan administration for national, regio[...]

  • Price Transparency in Healthcare Payer BPS Market: Capgemini Spotlight

    Aug 02, 2021, by Ashley Singleton

      In 2020, the U.S. healthcare payer BPS market saw accelerated growth in the adoption and design of digital solutions across all functional areas. The acceleration is driven mainly by consumer demand for an "Amazon" experience from their health plans and providers, to know the cost of care for associated benefit plans to assist in plan selection or inform decisions about ele[...]

  • CloudPay NOW: Global Earned Wage Access Without Borders

    Jul 20, 2021, by Pete Tiliakos

      This past week, CloudPay announced the launch of CloudPay NOW, its latest offering focused on modernizing the way workers are paid globally. The employer-integrated Earned Wage Access (EWA) solution is a key addition to CloudPay’s offering that pairs its unified database and technology-enabled operating model, with its deep global treasury capability to offer one of the most[...]

  • TCS: Building an Enterprise Foundation in the Cloud

    Jul 15, 2021, by John Laherty

      As the world begins its slow emergence from the pandemic, cloud adoption is seeing its already rapid growth accelerate. NelsonHall forecasts overall cloud services to grow by 8% in 2021, with a CAAGR of 5.9% through 2025, both significantly higher than overall IT services market growth of 2.7% in 2021 and 3.6% through 2025.  This forecast cloud growth also doesn’t refle[...]

  • Teleperformance Gamification: Shortcut to Knowledge and Engagement

    Jul 07, 2021, by Ivan Kotzev

      From wine to pharmacy sales, gamification is quickly becoming a tool for marketers to attract and retain customers in a subscription economy. Yet at its core, gamification is a leading method to teach, retrain, and engage employees. We recently spoke with Teleperformance about their gamification practice and the benefits of implementing comprehensive game-based learning. Game-base[...]

  • Capgemini’s ADM Aims for No/Low Application Maintenance Fees Thanks to QE

    Jul 02, 2021, by Dominique Raviart

      Capgemini is aiming for low or no maintenance and support fees as part of its ADM offering. Depending on its level of responsibility for development activities, the company commits to reducing maintenance and support activities and is, therefore, making a bold statement unheard of in the IT industry. To achieve such high aspirations, the company believes Sogeti's application t[...]

  • Sitel’s SYKES deal: Analysis & Market Impact

    Jun 30, 2021, by Ivan Kotzev

      Sitel’s announcement on 18 June to enter an agreement to acquire all outstanding shares of SYKES stock further consolidates the global CX services leaders. It also highlights the market shift to large-scale, multinational, and financially strong players able to make the needed investments in consulting, CX technology, and automation. Here is a short analysis of the deal. The[...]

  • HR Approaches to Building Resilience - Time to Expand the Concept of Employee Experience?

    Jun 23, 2021, by Elizabeth Rennie

      The last two years have challenged employees and HR teams in ways we could never have imagined, and many now have a new outlook on what “work-life balance” means. 2020 and 2021 have seen heightened resignation levels, and companies are only now starting to reflect on the impact of burnout on their employees. While vaccines are being rolled out, and with the threat of loca[...]

  • Infosys’ Toolbox to Accelerate Banks’ Enterprise Journeys to the Cloud

    Jun 22, 2021, by Andy Efstathiou

      Banks are accelerating their move to the cloud to respond to the pandemic, enable greater operational agility to reduce time to market, and develop open banking capabilities. At the same time, performance dispersion (the operational variance across institutions within the industry) has increased significantly. Cloud delivery can change operational performance and hyperscale busine[...]

  • Navigating AI-Based Quality Assurance Automation with Infosys

    Jun 10, 2021, by Dominique Raviart

      We recently talked to Infosys Validation Solutions (IVS), Infosys’ quality assurance unit, and discussed its continued investment in AI to automate testing and validate chatbots and AI models. AI-Based Analytics from Test Case and Defect Data The primary AI use cases in QA are around analytics: QA and development produce a vast amount of data that can be used for guiding [...]

  • Capgemini Rebuilds Procurement Services to Address Key Challenges

    Jun 01, 2021, by Alisa Samoylova

      One of the impacts of the pandemic has been a broad acceleration in enterprise digitalization initiatives, and organizations are looking for strategic partners to assist them in their digital transformation journeys. While digitalization is now top of mind even in procurement, historically there have been challenges in applying intelligent automation to procurement, including budget [...]

  • Will the CX Services Boom Last?

    May 24, 2021, by Ivan Kotzev

      While the CX services industry is anxiously following the situation in India and its surge of COVID-19 cases, the start of 2021 mainly brought positive news. In this blog, I look at the strong performance across the industry and the extent to which the current growth is sustainable. 2021’s record start The three months ending 31st March 2021 was a record quarter for many [...]

  • IBM GBS Expands Salesforce Capabilities in Europe with Waeg

    May 20, 2021, by Dominique Raviart

      IBM recently announced its acquisition of Salesforce Platinum Consulting partner, Waeg. The company, whose name means “wave” in old English, expands IBM’s Salesforce service presence in Europe and is IBM GBS’ second Salesforce services acquisition in 2021, following 7Summits in the U.S. It is also GBS’ fifth acquisition since IBM announced the intended s[...]

  • Capgemini’s Framework for Digital Transformation in the Financial Sector

    May 18, 2021, by Andy Efstathiou

      The pandemic has accelerated the adoption of digital transformation across all industries, and in the financial sector, operational transformation has grabbed the top spot in the priority list for investment and spending. At the same time, performance dispersion (the variance across institutions within the industry) has significantly increased. So, how can banks make their transfo[...]

  • Shifts in Mobility are Reshaping CX: CSS Corp’s SMART Mobility Practice

    May 12, 2021, by Ivan Kotzev

      2020 further accelerated transformative trends in the mobility space. Changes include electric vehicle adoption and the shift to mobility as a service and mobility on demand. Auto manufacturers, car rental firms, ridesharing providers, and public transport operations are all responding to this new market and, in support, the underlying model is changing from product to service to cus[...]

  • Whishworks Expands from MuleSoft Heritage to Whole Salesforce Service Ecosystem for Coforge

    May 05, 2021, by Dominique Raviart

      Coforge, the former NIIT Technologies, recently briefed NelsonHall about its Salesforce capabilities. In 2019, the company acquired Whishworks, which became the foundation of its Salesforce activities. Whishworks, one of MuleSoft’s top five strategic partners globally, services clients across sectors, with BFSI being its most significant target market. London-headquartered W[...]

  • Capgemini Looks to Accelerate Process Transformation with the "Frictionless Enterprise"

    Apr 28, 2021, by John Willmott

      The value of automation using tools such as RPA, and more recently intelligent automation, has been accepted for years. However, there is still a danger in many automation projects that while each project is valuable in its own right, they become disconnected islands of automation with limited connectivity and lifespans. Accordingly, while elements of process friction have been remov[...]

  • Futureproofing Payroll Services, Part 3: Managed Payroll Services Market Outlook

    Apr 14, 2021, by Pete Tiliakos

      This is the final part of a three-part blog series covering my perspectives on the payroll market based on NelsonHall’s latest annual market analysis, Payroll Services: Globalization and Digitalization. Part One features the payroll buyer perspective, with Part Two looking at the managed payroll service providers currently pushing the pace of innovation. Here I focus on the out[...]

  • Intelligent Automation Driving Profound Changes in Financial Services

    Apr 08, 2021, by Andy Efstathiou

      NelsonHall recently published a market assessment and forecast report on Intelligent Automation in Banking: Transforming Operations. We found that financial institutions must automate their operations if they are to compete successfully in a rapidly evolving marketplace. Currently, they operate with manual processes using a heterogeneous set of platforms, acquired over many years of [...]

  • Futureproofing Payroll Services, Part 2: Vendor Innovations

    Apr 08, 2021, by Pete Tiliakos

      This is Part Two of a three-part blog series covering my perspectives on the payroll market based on NelsonHall’s latest annual market analysis, Payroll Services: Globalization and Digitalization. Part One features the payroll buyer perspective, including the buyer view of the impact of innovation available today. In this part, I look at the managed payroll service providers cu[...]

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