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Nov 25, 2021, by Andy Efstathiou
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[...]
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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[...]
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Oct 27, 2021, by Andy Efstathiou
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[...]
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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[...]
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Oct 22, 2021, by Elizabeth Rennie
As the pandemic normalizes across day-to-day life, NelsonHall expects HR service delivery to adapt to a whole new set of challenges, both through legislation and HR best practices.
The convergence of three key themes are likely to see new HR solutions being developed: staff welfare and resilience, operational efficiency, and automation.
Staff Welfare and Resilience
Pre-COVI[...]
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Sep 28, 2021, by John Laherty
We recently spoke with Infosys on its sustainability strategy, where its philosophy is to ensure its business, clients' businesses, and ecosystems are all sustainable. It approaches sustainability at the enterprise level across Environment, Social, and Governance (ESG) dimensions.
Infosys started its sustainability journey in 2008 and says it became carbon neutral in 2020, som[...]
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Sep 27, 2021, by Andy Efstathiou
Environmental, Social, and Corporate Governance (ESG) is a popular topic of conversation and one that most corporations claim to be actively pursuing. The financial industry is particularly active in ESG, and here I look briefly at what is being done to support ESG initiatives by IT services and BPS vendors who support financial institutions’ operations.
How vendors he[...]
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Sep 24, 2021, by Elizabeth Rennie
This past week I had the privilege of attending isolved’s Connect annual user conference at the Diplomat Beach Resort in Hollywood, Florida. The event marked a few firsts for me personally: my first time attending isolved Connect and the first time I have traveled for an in-person event in 18 months. It was great to get back to meeting and connecting with vendors and buyers face to face [...]
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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[...]
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Sep 13, 2021, by Dominique Raviart
We recently spoke with Qualitest, the world’s largest QA pure-play. The company is in investment mode to accelerate its growth, backed by its majority owner, PE firm Bridgepoint. The company has added Cognizant leaders to its executive team (CEO, CMO, and India MD positions) with the intention of reaching $1bn in revenues in the next five years.
In support of this drive to a[...]
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Sep 01, 2021, by Dominique Raviart
The world of OT has been consulting-centric in recent years. Although their focus on digital manufacturing and IoT opportunities has intensified, enterprises have typically engaged their IT services partners mostly for use case identification, PoCs and pilot projects. Large-scale build projects have been uncommon.
But the pandemic has put digital manufacturing firmly at the top of[...]
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Aug 16, 2021, by Andy Efstathiou
Digital startup banks are built on FinTech functionality to deliver financial services in an omnichannel environment. There are two types of FinTechs: B2B businesses that have a proprietary platform to deliver service to clients, and B2C businesses that provide clients with an all-digital banking experience.
WNS: expanded focus on B2C FinTechs
While WNS supports B2B and B2C, it[...]
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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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Aug 02, 2021, by NelsonHall Analyst
In 2020, the U.S. healthcare payer BPS market saw accelerated growth in the adoption and design of digital solutions across all functional areas. The acceleration is driven mainly by consumer demand for an "Amazon" experience from their health plans and providers, to know the cost of care for associated benefit plans to assist in plan selection or inform decisions about ele[...]
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Jul 20, 2021, by Elizabeth Rennie
This past week, CloudPay announced the launch of CloudPay NOW, its latest offering focused on modernizing the way workers are paid globally.
The employer-integrated Earned Wage Access (EWA) solution is a key addition to CloudPay’s offering that pairs its unified database and technology-enabled operating model, with its deep global treasury capability to offer one of the most[...]
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Jul 15, 2021, by John Laherty
As the world begins its slow emergence from the pandemic, cloud adoption is seeing its already rapid growth accelerate. NelsonHall forecasts overall cloud services to grow by 8% in 2021, with a CAAGR of 5.9% through 2025, both significantly higher than overall IT services market growth of 2.7% in 2021 and 3.6% through 2025.
This forecast cloud growth also doesn’t refle[...]
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Jul 07, 2021, by Ivan Kotzev
From wine to pharmacy sales, gamification is quickly becoming a tool for marketers to attract and retain customers in a subscription economy. Yet at its core, gamification is a leading method to teach, retrain, and engage employees. We recently spoke with Teleperformance about their gamification practice and the benefits of implementing comprehensive game-based learning.
Game-base[...]
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Jul 02, 2021, by Dominique Raviart
Capgemini is aiming for low or no maintenance and support fees as part of its ADM offering. Depending on its level of responsibility for development activities, the company commits to reducing maintenance and support activities and is, therefore, making a bold statement unheard of in the IT industry.
To achieve such high aspirations, the company believes Sogeti's application t[...]
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Jun 30, 2021, by Ivan Kotzev
Sitel’s announcement on 18 June to enter an agreement to acquire all outstanding shares of SYKES stock further consolidates the global CX services leaders. It also highlights the market shift to large-scale, multinational, and financially strong players able to make the needed investments in consulting, CX technology, and automation. Here is a short analysis of the deal.
The[...]
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Jun 23, 2021, by Elizabeth Rennie
The last two years have challenged employees and HR teams in ways we could never have imagined, and many now have a new outlook on what “work-life balance” means. 2020 and 2021 have seen heightened resignation levels, and companies are only now starting to reflect on the impact of burnout on their employees. While vaccines are being rolled out, and with the threat of loca[...]