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Blog posts by Ivan Kotzev

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  • CX Services in 2024: Beyond GenAI

    Jan 05, 2024, by Ivan Kotzev

      2023 was a very dynamic year in CX services with large-scale market consolidation, significant growth deceleration, and sizable investment in AI technology, especially GenAI. In 2024, the role of agent augmentation technology will only increase, talent management will come to the forefront of vendor priorities, and clients will focus on delivery diversification, security, and reve[...]

  • Solving Business Challenges with GenAI: Interview with Bharath Vasudevan, Tech Mahindra

    Oct 04, 2023, by Ivan Kotzev

      I spoke with Bharath Vasudevan, Chief Capability Officer, Tech Mahindra Business Process Services, on the company’s investments in GenAI, the business challenges it addresses, and the longer-term effects on CX services. What are some of the immediate opportunities for using GenAI? Bharath Vasudevan (BV): Like every other technology disruption, at Tech Mahindra we look at [...]

  • Transcom Employs AI to Reinvent Multilingual CX

    Aug 16, 2023, by Ivan Kotzev

      AI-generated text and voice have significant applications in CX services, with multilingual support now offering the most transformative use cases. Transcom has been actively building its capabilities in AI voice with its T:Translate platform and already has live implementations. Integrating AI translation into the existing CX ecosystem T:Translate is an automated real-time tr[...]

  • Movate Moves Aggressively to Capture Generative AI Opportunities

    Jul 17, 2023, by Ivan Kotzev

      The opportunities and applications of generative AI are the most pressing topics for IT and CX managers alike. Movate is moving aggressively in the space by developing a set of offerings and platform accelerators and then piloting with enterprise brands to gain first-mover advantage. I spoke with Movate last week to discuss their generative AI journey and the first business outcomes [...]

  • Teleperformance on the Offensive with Plan to Acquire Majorel

    May 05, 2023, by Ivan Kotzev

      In the last week of March, Teleperformance made two significant announcements. The first was the planned acquisition of 100% of Majorel shares for a total consideration of €3bn, including €1bn of Teleperformance shares in exchange. The transaction will create a company with $12bn in annual revenue (end of 2023 estimate). The second statement came during the Q1 results, wher[...]

  • Conduent Doubles Down on Travel for CX Services Growth

    Apr 26, 2023, by Ivan Kotzev

      Travel and hospitality are among the fastest-growing CX services sectors in 2023, with the market recovering to pre-pandemic levels. However, while vendors and clients are trying to adapt to the increased demand, they face higher costs, changing customer requirements, and more IROPs. In February, Conduent was awarded a CX services contract by Virgin Atlantic to manage rebookings a[...]

  • Concentrix Combines with Webhelp, Intensifying CX Services Competition

    Mar 31, 2023, by Ivan Kotzev

      This week, Concentrix announced the planned acquisition of Webhelp in the largest CX services deal yet. The total transaction value for Concentrix is $4.8bn in the form of cash, stock, and a seller note for 100% of Webhelp. Upon closing the deal by the end of the year, Concentrix shareholders will own ~78% of the combined company, with Webhelp shareholders ~22%. Number 1 CX servic[...]

  • Concentrix B2B Sales Empowering Mid-Market Revenue Generation with High-Impact Interactions

    Jan 30, 2023, by Ivan Kotzev

      Revenue generation services are the fastest growing LOBs within CX outsourcing at over 9% CAAGR through 2026 globally (NelsonHall forecast). While the focus of most new revenue generation programs is on the consumer space, enterprise and mid-market client onboarding, sales, and retention are also becoming highly promising areas and the next growth engine for the leading CX services p[...]

  • 2023: The Beginning of CX Services Disruption?

    Dec 21, 2022, by Ivan Kotzev

      As we end a relatively successful and dynamic 2022 for CX services, here’s a look at some developments we expect in the new year. CX services market is slowing down The CX services market had a strong CY 2022, with most top 10 players registering high single-digit organic growth in Q3. The macroeconomic headwinds already started to impact the second half of 2022, with inc[...]

  • Tech Mahindra’s Allyis Acquisition Driving Content Transformation Services

    Oct 27, 2022, by Ivan Kotzev

      In January 2022, Tech Mahindra acquired BPS provider Allyis. Allyis offers digital experience, cloud, AI, & engineering, data & analytics, and technical support services and has actively built trust and safety, content moderation, and content enhancement services. The deal complements Tech Mahindra's strategy over the last seven years to acquire and expand into experience[...]

  • CSS Corp Rebrands as Movate & Positions OnDemand Work as Key Value Driver

    Sep 20, 2022, by Ivan Kotzev

      In September 2022, CSS Corp announced a new name and brand identity: Movate. "Movate" promotes the company's commitment to achieving outcomes for its clients and co-innovating with them. The brand signifies Momentum and Innovation, the two core themes for the company. A key part of Movate's innovation framework is flexible gig work and work-from-anywhere delivery. I[...]

  • Harvesting the Power of Machine Translation: Webhelp Polyglot

    Jun 09, 2022, by Ivan Kotzev

      Machine translation has been one of the fastest developing areas of AI in the last five years and has quickly become a target investment for CX services players. As the technology evolves from statistical analysis to the use of neural networks, CX services companies start to benefit at scale. Webhelp has been active in the space for several years, initially through partnerships with [...]

  • Majorel Buys Into Turkey’s CX Services Success Story

    Apr 28, 2022, by Ivan Kotzev

      Turkey has been a success story for nearshore European CX services for several years. At the start of 2022, Majorel officially acquired Mayen Telekomünikasyon Hizmetleri A.Ş. (Mayen), an independent Turkish BPO. In this blog, I review the growth of Turkey's CX services and its challenges, Majorel’s expansion in the region, and the opportunities arising from the deal. [...]

  • Konecta and Comdata Merger Intensifies CXS Top 10 Competition

    Apr 19, 2022, by Ivan Kotzev

      After several months of speculation, Konecta and Comdata announced their planned merger, creating a $2bn CX services provider that positions it in the global top 10. The deal is a strategic move to respond to the growing market demand for CX transformation capabilities, greater technology investments, and a multinational scale. Konecta-Comdata combined The merger, subject to ap[...]

  • CX Services: Positive Growth Trends in Uncertain Times

    Mar 15, 2022, by Ivan Kotzev

    NelsonHall recently published a CX Operations Transformation market analysis, with growth forecasts and highlights of the major client requirements, challenges, and success factors for the adoption of next-gen CX. Here is an abbreviated look at the state of the market in Q1 2022 and several expected short-term scenarios. 2021 was a good year for CX services After the disruptive first nine mo[...]

  • CX Technology the Growth Engine for TTEC EMEA: Q&A with Alistair Niederer

    Feb 18, 2022, by Ivan Kotzev

      Over the last several years, TTEC has been actively investing in EMEA and looking to bring its technology development and CX transformation services to the region. I spoke with Alistair Niederer, Senior VP, Head of Europe, Middle East & Africa, about the company's growth plans, what's happening in the CX services industry, and best practices for CX leaders. What are th[...]

  • Concentrix Acquires PK to Enhance IT-CX Intersection Play

    Nov 24, 2021, by Ivan Kotzev

      This week, Concentrix announced its agreement to acquire PK, a U.S. CX design engineering firm, for ~$1.6bn from PE Carlyle Group. PK will add significant scale and IT capabilities in CX transformation and will enhance Concentrix’s play in the fast-growing intersection of cloud technology, automation and analytics assets, and digital customer journeys. Digital and human asse[...]

  • Vodafone NZ’s Automation Journey with Tech Mahindra

    Oct 26, 2021, by Ivan Kotzev

      Humble beginnings Tech Mahindra and Vodafone New Zealand began their partnership in 2017 with a proof of concept for leveraging RPA in billing for one customer segment. Following its success, it evolved to a complete revamp of the telecom’s CX operating model using automation. The two companies created a shared team to discover, perform RPA feasibility checks, justify, an[...]

  • Tech Mahindra Orchestrating CX Transformation: Interview with Birendra Sen

    Sep 16, 2021, by Ivan Kotzev

      Earlier this summer, I spoke with Birendra Sen, Business Leader, Tech Mahindra Business Process Services, on the building blocks of customer experience transformation and lessons from the pandemic. What are the main customer experience objectives for companies in 2021 and 2022? Birendra Sen: The pandemic caused almost a reset of customer experience objectives for brands. It acc[...]

  • 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[...]

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