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NelsonHall Blog

  • Majorel Eyes Growing EU Banking Sector with ISILIS Acquisition

    Oct 19, 2020, by Ivan Kotzev

    In July 2020, Majorel acquired French platform developer ISILIS, specialists in bank account switching. In this blog, I look at the new capability, the company’s focus on the banking and financial services sector, and the evolving CX services needs of EU banks. Specialist in bank account portability ISILIS was founded in 2004 initially to support non-regulated account switching pro[...]

  • Banks Accelerate Efforts to Digitalize Operations to Deliver Customized Experiences

    Oct 14, 2020, by Andy Efstathiou

      I recently participated in a webinar panel during the Consumer Banking Association conference with Genpact and TD Bank. The panel topic was Genpact: Turning Crisis into Opportunity for Consumer Banking, and it addressed three core topics: The global health and economic crises have reshaped consumer banking Banks are adjusting to serve customers digitally while trying to maint[...]

  • SD Worx’s HR Vision Post-COVID

    Oct 13, 2020, by Elizabeth Rennie

    Like many HR service providers, SD Worx has been supporting its clients over the last six months by continually making updates to the changing legislation and dealing with client queries and operational challenges. SD Worx also launched a study to better understand changing market needs, the findings of which have just been published. The SD Worx study was one of the most extensive European HR[...]

  • COVID-19: Driving a New Normal for Healthcare, A Cognizant POV

    Oct 13, 2020, by Ashley Singleton

    Digital front doors and transparency a new normal for healthcare? U.S. healthcare is no stranger to an environment of continuous change and has not been spared the effects of the COVID-19 global pandemic in 2020. The unique circumstances born from the need for social distancing during the pandemic have accelerated healthcare consumers' demands for digital transformation. The ask comes f[...]

  • Automation Anywhere Launches AARI to Facilitate Bot Access to Employees

    Oct 09, 2020, by Mike Smart

      NelsonHall recently attended Automation Anywhere's 2020 innovation day, where the company launched its Automation Anywhere Robotic Interface (AARI) digital assistant focused on making bot usage easier and more accessible to employees. Automation Anywhere Robotic Interface AARI “aims to elevate employees' workflows in the same manner as at-home digital assistants s[...]

  • OSVAtmosphere: Removing the Mystery from HR & Payroll Service Delivery

    Oct 07, 2020, by Pete Tiliakos

      The recent impacts of the COVID-19 pandemic exposed many HR and payroll service delivery models as being unequipped and unprepared to pivot to remote work, access the data needed to obtain government support, and move money to employees in a timely and compliant fashion. The pandemic also accelerated an already intensifying push toward digital HR and payroll adoption, particularly as[...]

  • 2021: The Year of the Human Cloud

    Oct 07, 2020, by Nikki Edwards

      Quarterly financial reports for 2020 (April onwards) from recruitment organizations show that in a COVID-19 world, temporary hiring is more resilient than permanent hiring, faring on average about 10-30% better (albeit both types of hiring are seeing negative growth overall). Meanwhile, gig work has increased on average 10-15%, over the same period. These figures are not surprising a[...]

  • Global Employer of Record Services: Outsourcing’s Best Kept Secret

    Sep 21, 2020, by Pete Tiliakos

      This past month, NelsonHall released the first market analysis dedicated to the Global Employer of Record (EoR) Services space, an emerging yet largely unknown HR outsourcing service model that enables growing multinational firms to compliantly employ foreign workers in support of global expansion initiatives. While co-employment service models have historically been U.S. centric,[...]

  • How COVID-19 is Helping Procurement Departments Overcome Some Key Challenges

    Sep 16, 2020, by Alisa Samoylova

    It is no surprise that COVID-19 is the main theme of virtual conferences such as Procurecon Indirect that focus on the procurement function. And at NelsonHall we are seeing that the pandemic has sparked a range of inquiries from procurement professionals about the art of what’s possible. One outcome of the pandemic is that it has shifted priorities in large enterprises, with an increased[...]

  • CSS Corp Launches Digital Assurance to Bring Automation to UX Testing

    Sep 03, 2020, by Dominique Raviart

      We recently talked with CSS Corp about its investments in QA, in particular its new Digital Assurance offering. Digital Assurance targets UX QA, an area that has not had the attention it deserves. Clients have prioritized investment in continuous testing & automation While many large organizations have devoted considerable time and effort to continuous testing and func[...]

  • Online Crisis Management: Lessons from HGS’ Social Care Practice

    Aug 28, 2020, by Ivan Kotzev

      Ages ago, in the pre-COVID-19, pre-U.S. election, pre-BLM protest times of 2019, the challenges of online reputation management (ORM) seemed to be brand-specific. For example, how Boeing could restore customer confidence in the 737 MAX aircraft. Today, in the second half of 2020, navigating social media during a crisis is top of mind for most brand managers and PR departments across [...]

  • Positive Outlook from the Egyptian BPS Market

    Jul 31, 2020, by Ivan Kotzev

      The impacts of the pandemic and lockdowns are creating winners and losers in terms of BPS delivery geos. Determining factors include a geo’s ability to manage the health and safety of workers, its success in minimizing economic disruption, and the flexibility of its labor regulators. For Egypt, the unfolding effects of COVID-19 on front-office BPS may be too early to judge, [...]

  • Qualitest Deploys AI in its QA Assessment & Consulting Activities

    Jul 28, 2020, by Dominique Raviart

      QA pure-play Qualitest recently briefed NelsonHall on a new AI-based offering the company launched in 2019. The testing services industry began to deploy AI-based offerings about three years ago, starting with AI-based analytics use cases, looking at where and what to test better. Since then, the focus has shifted to AI-based automation, looking initially at the automated creation[...]

  • Mortgage & Loan Industry Facing Profound Changes, Transforms Operational Delivery

    Jul 28, 2020, by Andy Efstathiou

      NelsonHall recently completed a market assessment and forecast report on Transforming Mortgage and Loan Services. We found that the lending industry is undergoing profound operational change as it adapts to slowing loan growth and emerging customer populations that are younger and more technology savvy. For the past two years, lenders have been: Variablizing and reducing the co[...]

  • Cloud Services 2020: Pandemic Accelerates Long-Term Trends As Buyer Demand Evolves

    Jul 27, 2020, by David McIntire

      As financial results that reflect a full quarter in the shadow of the COVID-19 pandemic are being released by IT service vendors, one of the key themes is that while discretionary budgets are being hard hit, clients’ investment in migrating to the cloud is not slowing. For vendors, clients’ cloud adoption has acted as a mitigator of other areas where clients have delayed [...]

  • Digital Talent Acquisition Helps Survival in an Uncertain World of Work

    Jul 23, 2020, by Nikki Edwards

      Everyone speculates as to what the long-term world of work could look like as we head into the second half of 2020 and beyond. But the reality is that we don’t really know how things will pan out. While organizations might be preparing for an uptick in hiring activity behind the scenes, the biggest challenges are the ongoing uncertainty around the future of work, and even survi[...]

  • ‘Work from Anywhere’ for CX Services: Q&A with Tech Mahindra’s Ritesh Idnani

    Jul 10, 2020, by Ivan Kotzev

      If there is a silver lining to the pandemic with respect to CX services, it is the changing perception of clients and providers on the pace of digital transformation and the role of frontline staff. In a conversation with Ritesh Idnani, President of Tech Mahindra, we discuss the company’s vision for what the Future of Work looks like and some of the latest trends and technologi[...]

  • Ceridian Fuels International Growth Plans with Acquisition of Excelity Global

    Jul 06, 2020, by Pete Tiliakos

      Since its IPO in early 2018, Ceridian has remained focused on reaching its goal of achieving $1bn in revenues. A key pillar of its growth strategy toward achieving that goal is the continued adoption of its Dayforce HCM platform by large multi-national buyers across key verticals, and expanding its adoption globally by enabling and offering integrated core HR, workforce management, p[...]

  • Leading in a Pandemic Recovery World: How ADP is Supporting its Clients

    Jun 25, 2020, by Elizabeth Rennie

      Earlier in the month on the NelsonHall HR Quarterly Buyer Market Round-Up session, many buyers agreed that compliance is going to be a bigger issue in 2020 and beyond than it was before.  Before it was just table stakes, now it is about survival, and with the new WFH (Work from Home) structures, the risks are higher. I had this in mind when I joined ADP’s Analyst Day la[...]

  • Genpact’s Agile Approach to Collections to Support Scaling Operations

    Jun 12, 2020, by Andy Efstathiou

      The past decade since the global financial crisis (GFC) has been good for the lending industry. Loan delinquencies in the U.S. reached their highest level after the GFC in the first quarter of 2010 at 7.4% of commercial bank loan portfolios. Since then, loan delinquencies have fallen to 1.44% of loan portfolios as of the fourth quarter of 2019.  At the same time, loan portfolios[...]

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