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NelsonHall Blog

  • IPsoft Looks to Reduce Time to Value While Increasing Return on AI

    May 20, 2019, by John Willmott

      NelsonHall recently attended the IPsoft Digital Workforce Summit in New York and its analyst events in NY and London. For organizations unfamiliar with IPsoft, the company has approx. 2,300 personnel with approx. 70% of these based in the U.S. and 20% in Europe. Europe is responsible for approx. 30% of the IPsoft customer base with clients relatively evenly distributed over the six r[...]

  • TCS Focuses on Human Challenge to Drive Enterprise Digital Transformation

    May 16, 2019, by Andy Efstathiou

      NelsonHall recently attended the TCS Innovation Forum 2019 in New York. The forum demonstrated clear progress in TCS’ thinking and approach to Business 4.0 since last year’s conference – TCS has identified human engagement and buy-in with the principles of Business 4.0 as critical to successful implementation and value realization in business transformation. And hum[...]

  • Accenture’s Zoran Tackles Digital Identity Failings

    May 09, 2019, by Mike Smart

      NelsonHall recently visited Accenture at its Cyber Fusion Center in Washington D.C. to discuss innovations in its cyber resiliency offerings and the recent launch of its new digital identity tool, Zoran. Failings of existing role-based access (RBA) Typical identity and access management (IAM) systems control users’ access to data based on their role, i.e. position, compe[...]

  • EY Becomes a Services Delivery Orchestrator with wavespace

    May 08, 2019, by Andy Efstathiou

      NelsonHall recently attended the EY Global Analyst Summit in Boston. EY has grown its revenues at 8.5% CAAGR over the past five years, while investing heavily in technology and adapting its business model to become an IP-based services vendor rather than a provider of pure labor-based services.  Here I take a quick look at EY’s wavespace offering and how it is being use[...]

  • Safeguard Global Fuels its Future with Acquisition of Workfor

    May 08, 2019, by Pete Tiliakos

      This past week I had the opportunity to attend a private event hosted by Safeguard Global at Crewe Hall in the U.K., where the company celebrated its continued success in the global payroll space and made a major announcement that aims to fuel the company’s continued growth and support its vision for enabling simplified, compliant global expansion for multinational businesses. [...]

  • Atos: Verticalization Key to New 3-Year Plan

    May 08, 2019, by Rachael Stormonth

    Atos’ global analyst event in Boston in April came just a few weeks after its launch of a new 3-year plan ‘Advance 2021’ (Atos Digital Value Advancing Customer Excellence) about which we have written here. Key to Atos’ mid-term and longer-term growth is the effectiveness of its drive to align its operating model to be more industry and client focused. As such, we wer[...]

  • Concentrix VOC: Measuring CX Transformation

    May 03, 2019, by Ivan Kotzev

    Despite the evolution of contact center technology (think conversational AI), the spread of digital channels (think smart speakers), and the dramatic change in the ways companies interact with customers (think mobile-first), the industry KPIs for measuring the impact of these transformations remain limited. CSAT, NPS, and more recently, Customer Effort Scores (CES) measure different elements o[...]

  • WNS Targets Mid-Tier Enterprises to Co-Create Digital Transformation

    Apr 29, 2019, by Andy Efstathiou

      I recently attended the WNS influencer conference in New Orleans, the theme of which was 'Co-create to Outperform’. WNS believes that the marketplace understands what transformation means for their businesses, but the challenge is how to achieve this vision. WNS’ view is that, for transformation to be effective, it needs to be customized for the client with their full[...]

  • How NTT DATA Established Enterprise Automation Governance for BCBS Health Insurance Carrier

    Apr 29, 2019, by Sven Lohse

      In this blog, I look at how NTT DATA worked with a large Blue Cross Blue Shield (BCBS) health insurance carrier to establish an enterprise governance structure for automation, and at the lessons learnt along the way. Like many other large BCBS carriers, the company had piloted RPA initiatives, and from the somewhat frustrating results of these experiments, it had formed two conclu[...]

  • CloudPay: Changing the Performance Mindset with Payroll Efficiency Index

    Apr 24, 2019, by Pete Tiliakos

      This past month, NelsonHall published its annual Next Generation Payroll Services report, which found that buyers and clients of managed payroll services are keenly focused on engaging ‘next generation’ technologies that can enable payroll operating model transformation. Thus, organizations are increasingly seeking out managed payroll services providers that can provide a[...]

  • Integration & Autonomy: Common Traits of Successful Creative Acquisitions in IT Services

    Apr 23, 2019, by David McIntire

      In recent years, many IT services firms have been aggressively acquiring new capabilities in creative areas such as design. One of the key challenges they face in acquiring such firms is managing what can be a significant culture gap between the flexibility of small creative firms and the regimented, industrialized nature of a global IT services firm. Successful acquisitions strik[...]

  • The Case for Expanding Provider Network Coopetition Among U.S. Health Plans

    Apr 18, 2019, by Sven Lohse

      In my previous blog, I described how, since 2017, Sutherland has created a shared services model that obviates the need for participating California health plans to separately build and update parallel databases to track the availability of providers of nonurgent care for Medicaid recipients. The company estimates that through its consortium of member health plans it has reduced a[...]

  • Blue Prism Offers A Lever for Culture Change to Mature Enterprises

    Apr 18, 2019, by John Willmott

    Blue Prism adopted the theme “Connected RPA – Powering the Connected Entrepreneur Enterprise” at its recent Blue Prism World conferences, the key components of connected-RPA being the Blue Prism connected-RPA platform, Blue Prism Digital Exchange, Blue Prism Skills, and Blue Prism Communities:   Components of Blue Prism's connected-RPA   Blue Prism i[...]

  • Proactive Social Media Engagement: Best Practices from Startek & Aegis

    Apr 17, 2019, by Ivan Kotzev

    Consumers are evolving their preferred ways of interacting on social media: ‘spontaneous’ stories are replacing produced content, transparency and privacy are driving the spread of private groups and influencing regulatory push, and machine learning is personalizing conversational commerce. The impact on brands is greater need for new types of content, investments in automation and[...]

  • Automation Anywhere Monetizes Bot Store to Provide ‘Value as a 2-Way Street’

    Apr 16, 2019, by John Willmott

    Automation Anywhere’s current Bot Store contains ~500 bots and has received ~40K downloads. In January 2019, these bots were complemented by Digital Workers, with bots being task-centric and Digital Workers being persona- and skill-centric.     So far, downloads from the Bot Store have been free-of-charge, but Automation Anywhere perceives that this approach potentiall[...]

  • Automation Anywhere Looking to 'Deliver the Digital Workforce for Everyone'

    Apr 15, 2019, by John Willmott

    Automation Anywhere, as with the RPA market in general, continues to grow rapidly. The company estimates that it now has 1,600 enterprise clients, encompassing 3,800 unique business entities across 90 countries with ~10,000 processes deployed. At end 2018, the company had 1,400 employees, and it expects to have 3,000 employees by end 2019. The company was initially slow to go-to-market in Europ[...]

  • Benefitfocus: Strategy Shift & Other Key Updates

    Apr 11, 2019, by Sven Lohse

      Benefitfocus, the cloud-based benefits management platform and services provider, recently hosted 1,200 benefits professionals at their annual One Place conference in Charleston, S.C. The conference featured updates on Benefitfocus’ strategy, enterprise benefits management technology platform, and partners from its ecosystem; and presented an opportunity to learn from[...]

  • ADP’s Latest Workplace Innovations

    Apr 10, 2019, by Gary Bragar

      ADP held its 26th annual Meeting of the Minds (MOTM) client conference recently, celebrating its 70 years in business. ADP is helping change the way employees work by continuously introducing new and enhanced products and services, and here I focus on three key areas: mobile, how pay is accessed, and recruiting. ADP Mobile: growth & new developments ADP has 20 million regis[...]

  • Cognizant Looks to Automate Testing of Connected Devices

    Apr 10, 2019, by Dominique Raviart

      NelsonHall has been commenting recently on the future of testing, looking at how AI algorithms and RPA tools fit in the context of QA. This blog takes a different perspective by looking at how one of the tier-one software testing service vendors is approaching its testing of bots and connected devices. With the fast adoption of connected devices, automating testing of consumer or ind[...]

  • Sopra Steria: Building on Big Data & Analytics Initiatives

    Apr 08, 2019, by Dominique Raviart

      We recently talked with Sopra Steria about its work and capabilities around big data and analytics. The company has created a Data Science CoE (or Technology Stream in Sopra Steria’s terminology), which brings specialized services and expertise to the various in-country systems integration (SI) business units, focusing on its key accounts and bringing vertical knowledge. Sop[...]

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