In NelsonHall’s newly published market assessment, Digital Banking Services: Transforming the Financial Services Industry, we found that financial institutions are changing their approach to digital services: from a focus on digital channels and CX to a focus on rapid solution development, cloud migration, data management, and STP. The goal for financial institutions today i[...]

  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[...]

  We recently talked to Erik van Veenendaal, the head of the TMMi Foundation, which promotes the TMMi QA process improvement methodologies. TMMi Has Become A Widely-Accepted Methodology for Test Process Improvement Founded in 2005, the TMMi Foundation is a not-for-profit organization focused on improving corporate test processes. It launched its TMMi methodologies at a time when [...]

  Digital transformation and the associated adoption of Intelligent Process Automation (IPA) remains at an all-time high. This is to be encouraged, and enterprises are now reinventing their services and delivery at a record pace. Consequently, enterprise operations and service delivery are increasingly becoming hybrid, with delivery handled by tightly integrated combinations of personn[...]

  Safeguard Global acquired Global Upside Corporation, a global expansion, technology, and services company based in San Jose, CA on January 25, 2022. Global Upside specializes in EOR services, new entity incorporation, human resources, accounting, payroll, and tax & compliance solutions. The country footprint across both organizations is well aligned. This acquisition will add [...]

  The software testing/QA industry relies on three steps for functional testing: Defining test requirements (what do I need to test?) Test case creation (creating detailed instructions) Test scripts (using these test cases to develop scripts operated by a functional test execution tool, e.g., Micro Focus QTP, Tricentis Tosca, and Selenium Grids). Broadly, these three ste[...]

  Last week marked Neeyamo's Payroll Beyond Borders' virtual global payroll industry event. The keynotes were delivered by payroll industry leaders Dan Maddux, Executive Director, American Payroll Association, and Ken Pullar, CEO, CIPP. The event had around 1,200 participants from around the world and was the first global coming together of global payroll industry experts [...]

  DevSecOps Emerging Application security testing has been part of functional testing for many years without being a significant investment topic. Organizations have typically favored functional testing automation while moving to agile/continuous testing; they have considered application security testing as an afterthought. With the increased emphasis on cybersecurity, applicatio[...]

  Here I look at the major trends for the year ahead in two key areas of HR: recruitment and learning services. Recruitment Trends Talent Acquisition (TA) challenges were already complex in the pre-pandemic period, with an aging workforce population, shortage of digital talent, rapid evolution of technology, Brexit, legal changes, and more. The pandemic added another layer of com[...]

  Since the start of the pandemic, company benefits have played an increasingly important role in helping organizations protect the safety, wellness, and health of their employees. This is increasingly the case, not only for physical wellness, but organizations now have greater awareness of mental health and financial wellness impacts on their staff given recent challenges and mass res[...]

  Digital transformation has accelerated in the banking industry since the start of the pandemic. This blog describes some recent digitalization activities a bank undertook with Xebia to improve its customer contact processes and provide differentiated service with increased efficiency. The challenge A U.S.-based neo bank began experiencing ongoing high call volumes in its call [...]

  In 2022, the financial industry will continue to focus on building out its cloud and digital services infrastructure. This will be a deepening of capabilities for banks that have started their transformation, and the start of the journey for institutions that have not yet initiated their transformation. The growth rate of digital transformation is very high at ~20%. Since most tec[...]

  Dominique Raviart gives his reaction to today's announcement by Atos, who issued its second profit warning in seven months.[...]

  Here’s how NelsonHall expects the IT services market to shape up in the year ahead. IT spending will be sustained in 2022 Organizations quickly resumed their IT service spending in 2021: after a decline of over 3.4% in 2020, IT spending rebounded in 2021, reaching 6.9% year-on-year growth (of course, against a soft compare). We are predicting growth of 5.5% in 2022. IT[...]

  Since its creation, the software testing services industry has focused on regression testing, i.e., ensuring that previously developed software still runs after a new build. Regression testing is the core of all QA activities and has been widely adopted as part of multi-year managed services contracts. The financial services industry, with its extensive application estates updated by[...]

On December 15, 2021, Kyndryl and Viewpointe announced a cloud migration, modernization and management contract. The engagement provides insight for BFS executives into how banking services operations vendors are moving to the cloud to simplify operational delivery and enable business model change to expand and improve their business.    Current state Viewpointe provides conte[...]

  Wipro acquired Capco six months ago, and is Wipro’s largest ever acquisition which, if successful, should enable it to compete with tier-one technology and management consulting firms in large-scale, domain critical, transformation projects with financial institutions. However, successful unions are not created at the strategic level, but with disciplined execution that driv[...]

  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[...]

  The payments industry has been transforming away from physical payments and electronic closed networks into an open network, all-digital payment ecosystem, and the pandemic has accelerated this shift. From the consumer’s perspective, this has been characterized by: A move to e-commerce and m-commerce, away from brick-and-mortar commerce Aggressively reduced use of tradi[...]

  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[...]