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Blog posts by Ivan Kotzev

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  • Omnichannel Entropy from a Customer Experience Perspective: Macy’s Journey

    Oct 18, 2017, by Ivan Kotzev

    The traditional (and now universally accepted as outdated) model for multi-channel support looked something like this, with differences primarily between the types or number of channels: However, as customers became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 Kotzev

      NelsonHall 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 Kotzev

    On 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 Kotzev

      In 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 Kotzev

    The 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 Kotzev

    NelsonHall 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 [...]

  • Augmented Humans Will Expand the Digital CX Frontier: Lessons from Sitel Summit

    May 23, 2017, by Ivan Kotzev

      Last week, NelsonHall attended the Sitel Summit in Miami. Titled ‘Expanding the Digital CX Frontier’, the event was an opportunity for Sitel to update the analyst community on their new structure, introduce new senior executives, show its new global HQ, and share first-hand experiences of successful CX digital journeys. From contact center company to a group of global[...]

  • WNS Brandttitude: Serving Marketers with Advanced Brand Analytics

    Apr 26, 2017, by Ivan Kotzev

      While Facebook banks on the smartphone camera to digitalize offline relationships, and sales people use Snapchat to sell real estate, the main challenges for marketers to reach this level of interaction are structural – how to visualize huge amounts of disparate data to get actionable insights fast at a granular level. Here I take a look at how one CMS vendor, WNS, is tackling [...]

  • Consolidation & Growth of the German CMS Market: A Quick Look at Regiocom

    Mar 17, 2017, by Ivan Kotzev

    On 10th March, German energy BPS and ITO provider Regiocom completed the acquisition of customer management services (CMS) vendor SNT Deutschland to create a €230m provider focused on the German market. Here I take a closer look at the deal, and at the wider picture of consolidation and growth currently taking place in the German CMS market. An Energy BPS Specialist Regiocom G[...]

  • CMS in Bulgaria: TeleTech Explores Multilingual Skills & Aims to Move up the Value Chain

    Jan 31, 2017, by Ivan Kotzev

      Last month, NelsonHall visited TeleTech’s delivery center in Sofia, Bulgaria, to discuss the company’s main European operations and the advantages and challenges of Bulgaria as a customer management services (CMS) delivery destination. From Sofica to TeleTech TeleTech acquired a local provider, Sofica Group, in 2014 and rebranded it in 2016. Sofica was one[...]

  • CMS in 2017: Delivery & Transformation and Industry-Specific Predictions for the Year Ahead

    Jan 13, 2017, by Ivan Kotzev

    by Vicki Jenkins & Ivan Kotzev NelsonHall’s principal Customer Management Services analysts take a look at how the CMS market will shape up in 2017, with predictions for CMS delivery & transformation from Ivan Kotzev, and industry-specific predictions from Vicki Jenkins.   1. CMS Delivery & Transformation Predictions For CMS, 2016 marked a substantial shift i[...]

  • Sykes’ Clearlink: Selling in the New Digital World

    Dec 08, 2016, by Ivan Kotzev

      Three watershed moments in online sales and support happened in November and went somewhat under the radar. At the beginning of the month, StatCounter reported that mobile surpassed desktop browsing for the first time at a global level. Then for the Singles Day in China, e-commerce retailers JD and Alibaba not only announced record sales, but the latter opened up the event internatio[...]

  • Alorica Aims for CMS No. 1 Spot in U.S. with Bets on LATAM & CX Transformation

    Nov 28, 2016, by Ivan Kotzev

      NelsonHall recently attended Alorica’s analyst day in Guatemala City for an update on strategic developments. Here I take a look at how Alorica’s EGS integration is progressing, at the company’s U.S. nearshore strategy from LATAM, and at plans to drive CX transformation through consulting and analytics. EGS acquisition: a path to the global CMS top 3 As we covered[...]

  • South Africa and CMS BPO Services: The Importance of Conversational Skills

    Oct 25, 2016, by Ivan Kotzev

      Last week, NelsonHall attended the latest BPM Summit in Cape Town organized by BPeSA (Business Process enabling South Africa), the official trade body for the outsourcing and contact center industry in the Western Cape. The event provides an opportunity for potential investors, analysts, providers, and government officials to interact. Here I take a look at the appeal of South Africa[...]

  • CMS Takes Center Stage for Conduent, the New Face of Xerox Services

    Oct 05, 2016, by Ivan Kotzev

      From January 1st 2017, Xerox will separate its business process services (BPS) business into a public company called Conduent (trading under the ticker CNDT on NYSE). Conduent will have approximately ~$7bn revenue and over 96k employees. I recently spoke with Chuck Koskovich, Executive Vice President Customer Care Services at Xerox Services, about the implications of the split o[...]

  • CSS Corp’s Enterprise Product Lifecycle Support: Integrating CX with Product Development

    Sep 15, 2016, by Ivan Kotzev

    The explosion of connected devices and IoT products promises a greater volume of technical support interactions and increased customer demand for proactive and always-on assistance through the lifecycle of a product. In turn, these requirements force customer experience (CX) providers to be involved with the product manufacturers at new levels, participating in development and testing, sales g[...]

  • Analytics are the Key to Disruptive Customer Experience

    Sep 08, 2016, by Ivan Kotzev

    Over the last few months, I have held discussions with a number of leading customer management services (CMS) vendors and their clients regarding the increasing need for advanced analytics to drive step changes in customer experience (CX). Here, I reflect on the changing role of analytics as they take centre stage as the key to disruptive CX. How times have changed When I first participa[...]

  • Teleperformance Forays into Interpretation Business with $1.5bn Acquisition

    Aug 23, 2016, by Ivan Kotzev

    On 22nd August, Teleperformance announced the acquisition of interpretation services provider LanguageLine Solutions (LLS) for $1.52bn. LanguageLine was founded in 1982 and is headquartered in Monterey, California. In 2015 it had revenues of $388m and adjusted EBITDA of $147m, and the company is expected have revenues of between $400m and $450m in 2016. It has ~8k interpreters, 92% of whom&[...]

  • Sitel Presents its CX Vision Nine Months After Acquisition by Acticall

    Jul 18, 2016, by Ivan Kotzev

    NelsonHall recently attended Sitel’s European Customer Day in Paris. The event was an opportunity for Sitel to update the analyst community on the progress it is making with company restructuring following its acquisition by French BPO vendor Acticall, and to present to its clients and stakeholders a vision of the future – not just for contact center outsourcing, but for customer e[...]

  • Concentrix to Acquire Minacs in Latest Big M&A Deal to Rock the CMS Top 10

    Jul 12, 2016, by Ivan Kotzev

            Yesterday, SYNNEX Corporation, the $13.3bn parent company of Concentrix, announced it is acquiring Minacs for $420m. The acquisition brings approximately $400m of revenue and $0.53 per share non-GAAP earnings. Minacs adds to Concentrix ~ 21k employees, 15k seats and 35 centers in Canada, U.S., India, LATAM, Europe, and the Philippines. The combined Concentrix/M[...]

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