-
Tech Mahindra BPS’ Approach to CX Process Automation
Jul 23, 2018, by Ivan KotzevCurrently, the level of automation in the front-office is lower than it is for middle and back-office processes, with reasons including the lower cost of handling customer-facing processes, established offshore models for labor arbitrage, and lack of client interest. However, the upside of this relatively slow uptake is that automation can now be applied to multiple areas of CX, incl[...]
-
Concentrix Acquires Convergys, Becomes Second Largest CX BPS Player Globally
Jun 29, 2018, by Ivan KotzevWith its Q2 results yesterday, SYNNEX, the parent company of Concentrix, announced its intention to acquire Convergys, the second largest CX services provider and a public company with ~$2.8bn annual revenues. SYNNEX will pay ~ $2.43bn (includes $26.50 per share and repayment of $315m net debt). The transaction is expected to close by the end of 2018. The largest CX Services provider in Nor[...]
-
Teleperformance to Acquire Intelenet, Makes Strategic Bet on India & Analytics
Jun 15, 2018, by Ivan KotzevAfter several months of media speculation, Teleperformance officially announced yesterday an agreement to acquire Intelenet Global Services from the private equity Blackstone for a total consideration of $1bn. Boost for Indian market The deal will expand Teleperformance’s topline growth and have a positive impact of around +10% on the company’s earnings per share in[...]
-
The End of Telecoms Sector Dominance in CX Services?
May 01, 2018, by Ivan KotzevFor many years, the telecoms sector has been the dominant market for customer experience (CX) services providers. However, over the last few years, consolidation, flat performance, decreasing margins caused by market saturation, new digital models and competitors, and unfavorable regulations (e.g. Eurotariff) have eroded the significance of the telecoms sector for CX services provide[...]
-
Aegis & StarTek Expand Globally with ~$700m Merger
Mar 20, 2018, by Ivan KotzevLast week Aegis Global and StarTek announced the creation of a combined company. The merger will see Aegis majority owner PE Capital Square Partners swap shares with the NYSE listed StarTek, to reach a ~55% stake in the merged company. The deal is expected to close by Q3 2018. Here I look at the implications of the merger. Return to the U.S. for Aegis For Aegis, the merger fol[...]
-
Parsing the Customer Journey: How WNS Translates Data to Insights
Mar 12, 2018, by Ivan KotzevNelsonHall recently visited WNS’ Analytics CoE in Bangalore. Research & analytics (R&A) services are key activities for WNS, as a first point of entry into new clients, and also as a higher margin activity in existing accounts. Readers of NelsonHall’s Quarterly Updates on WNS will be aware that WNS is looking to increase the level of annuity revenues from analytic[...]
-
How Indian CX Services' Channel Mix Will Change by 2020
Feb 22, 2018, by Ivan KotzevIn our latest CX services research in collaboration with NASSCOM, we have mapped how Indian CX services channel mix will change by 2020, as shown in the following infographic. NelsonHall’s Customer Experience Services program delivers the most comprehensive insight for buyers and providers of CX services. For more information, contact Guy Saunders.[...]
-
Key Mechanisms to Boost Your CX Services Performance
Feb 20, 2018, by Ivan KotzevIn our latest CX services research in collaboration with NASSCOM, we identified the top 3 mechanisms for improving key CX metrics: Net Promoter Score, First Call Resolution, Conversion, and Turn-Around Time & Average Handling Time, as shown in the following infographic. NelsonHall’s Customer Experience Services program delivers the most comprehensive insight f[...]
-
9 Key Stages of Adoption for Next Generation Customer Service
Feb 16, 2018, by Ivan KotzevIn our latest CX services research in collaboration with NASSCOM, we identified the 9 key stages of adoption for next generation customer service, as shown in the following infographic. Insights into the differences across client industries and the best practices applied by vendors are available in NelsonHall’s Customer Experience Services program. For more information, contact [...]
-
Addressing Political Risks & Regulatory Changes: Priorities for CX Services in 2018
Jan 17, 2018, by Ivan KotzevIn my predictions for the customer experience services industry a year ago, I noted that political risks will replace security concerns as the biggest external threat to the industry. Looking ahead to 2018, regulatory changes and government policies will have a lasting impact on the selection of delivery locations, country investment plans, and market presence. Here I take a closer l[...]
-
CPG’s Digital CX Future: Notes from HGS Forum
Dec 13, 2017, by Ivan KotzevI recently attended HGS’ forum on the trends and challenges in CX for the European Consumer Packaged Goods (FMCG) market. In the company’s West London center, clients and prospects including Colgate, Danone, L’Oréal, Nespresso, Nomad Foods, and Mars discussed the ways customer service can drive ecommerce and augment sales. Digital as a force for disruption[...]
-
Arvato UK&I: Bringing Digital & Automation to CX
Dec 04, 2017, by Ivan KotzevRecently, I had a chance to visit Arvato’s U.K. and Ireland HQ in Slough, ~20 miles (30km) west of London, to witness its customer experience operations and how the company is applying digital channels and automation. A mix of public and private sector clients Arvato U.K. & Ireland provides customer experience services, finance and accounting (record to report, order [...]
-
Omnichannel, Bots & the Future of CX: Q&A with Head of Prosodie-Capgemini, Erwan Le Duff
Nov 07, 2017, by Ivan KotzevThis month, Capgemini is launching a new version of its omnichannel cloud platform, Odigo™. I interviewed Erwan Le Duff, Head of Prosodie-Capgemini, about the new platform features, the evolution of self-service, and the future of customer experience. Below is a video of highlights from the interview, followed by a brief introduction to Odigo and a full transcript of the interview. [...]
-
Transforming a Contact Center to a Profit Center: CSS Corp Client Study
Oct 30, 2017, by Ivan KotzevPost-sales support functions are typically cost centers: large, labor-intensive operations with significant overheads and no financially attributable benefit to the bottom line. This environment is changing, with organizations gradually understanding the revenue generation opportunities in support services such as technical support and afterlife maintenance. I recently had a co[...]
-
Omnichannel Entropy from a Customer Experience Perspective: Macy’s Journey
Oct 18, 2017, by Ivan KotzevThe traditional (and now universally accepted as outdated) model for multi-channel support looked something like this, with differences primarily between the types or number of channels: However, as customers became digital and mobile, the model has shifted to something like this: This model originated with marketers and retailers, where omnichannel means the ability to purchase in t[...]
-
Customer Experience in China: Teleperformance Welcomes the Digital Leap
Aug 18, 2017, by Ivan KotzevNelsonHall recently attended Teleperformance’s annual analyst event in Xi’an, China. The location was selected to highlight the strong growth of Teleperformance in China, and to showcase latest initiatives to extend its influence in this very distinctive customer experience market. Early entrant in China’s BPO market Teleperformance entered Beijing in 2007 wit[...]
-
Reshuffle in the European Customer Management Services Market: Comdata Acquires French Provider B2S
Jul 05, 2017, by Ivan KotzevOn June 8th, Italian BPS provider Comdata announced the acquisition of the French group Izium, which includes the CMS provider B2S, for ~€200m. The acquisition will be the first entry for Comdata in France and will lift the company to a top 5 CMS provider in Europe with estimated proforma revenues of ~€750m for 2017. Entry into a mature and healthy French CX market Under the de[...]
-
Closing the Gap in Healthcare: TeleTech’s Approach
Jun 28, 2017, by Ivan KotzevIn April 2017, TeleTech acquired healthcare BPS provider Connextions for $80m. The acquisition makes healthcare the second largest vertical for TeleTech, expected to reach ~21% of their annual revenue at ~$300m. I spoke with TeleTech recently to discuss the acquisition and their focus on the healthcare space. TeleTech’s Healthcare Business at a Glance TeleTech’s hea[...]
-
Virtual Assistant I Am! CSS Corp Looks to Yodaa
Jun 12, 2017, by Ivan KotzevThe idea that the future model of customer experience includes a high level of automation is already widespread. A whole ecosystem of developers and vendors is catering to an emerging mass market of bots and virtual assistants. And users and brands are discovering more applications of automated support over text and voice as bot libraries grow rapidly. While the learning curve for users is [...]
-
HGS Turns to Sheila & Veronica to Help Enhance the Digital Customer Experience
May 30, 2017, by Ivan KotzevNelsonHall recently attended the HGS Analyst and Advisory Summit in NYC. The event combined client perspectives with an update on the company’s healthcare business, a review of the latest offerings within its DigiCX suite of digital services, and discussion of the changing nature of customer experience (CX). Optimizing the healthcare payer member experience In 2015, HGS acquired a [...]
- NelsonHall Blog
We publish lots of information and analyst insights on our blogs. Here you can find the aggregated posts across all NelsonHall program blogs and much more.
explore - Events & Webinars
Keep up to date regarding some of the many upcoming events that NelsonHall participates in and also runs.
Take the opportunity to join/attend in order to meet and discover live what makes NelsonHall a leading analyst firm in the industry.
explore
Subscribe to blogs & alerts:
manage email alerts using the form below, in order to be notified via email whenever we publish new content:
Search research content:
Access our analyst expertise:
Only NelsonHall clients who are logged in have access to our analysts and advisors for their expert advice and opinion.
To find out more about how NelsonHall's analysts and sourcing advisors can assist you with your strategy and engagements, please contact our sales department here.