-
May 02, 2024, by John Willmott
Conduent has partnered with Microsoft to use Microsoft Azure OpenAI to underpin its GenAI innovation initiatives with clients.
Its GenAI journey includes:
Selecting use cases focused on improving quality, throughput, and cycle times
Adoption of pilots in healthcare claims adjudication, fraud detection, and customer service enhancement
Subsequently, moving to MVPs and ind[...]
-
Jun 13, 2023, by Elizabeth Rennie
In the HCM technology and HR services market, delivering a rich employee experience is often associated with having the most user-friendly UI, seamless digital processes (zero touch) with field validations and single-point-of-entry to ensure high quality data. As discussed in NelsonHall’s recently published Cloud HR Transformation report, the next frontier of employee experienc[...]
-
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[...]
-
Nov 03, 2022, by Rachael Stormonth
Conduent has launched FastCap to assist organizations in improving their working capital. FastCap is offered as a managed service leveraging its subject matter expertise in accounts payable and procurement and applying a set of tools (both proprietary and third party). These tools research and analyze large data sets, including accounts payable (AP) invoices, procurement spend data, and contr[...]
-
Aug 31, 2018, by Ivan Kotzev
In February, industry veteran and CEO of SYKES, Chuck Sykes, commented during the earnings call on CX services market trends: ‘… in the U.S., at least in my time, there is no time in the company's history that I can recall seeing this level of labor challenge. And it actually is something that you're going to see in a lot of developed countries around the world.&[...]
-
Nov 08, 2017, by NelsonHall Analyst
Relative to other HR services, the application of intelligent automation in benefits administration is lagging, but is slowly making progress. With respect to RPA, Conduent and Alight are among the first movers, with both using bots for manual calculations in pension administration. In addition, Alight has deployed bots for low-level transactional work that is typically offshored, and in[...]
-
Oct 25, 2017, by NelsonHall Analyst
Over the last few years, developments around the participant experience for benefits administration services have been focused on helping employees become more effective consumers as they make their benefit selections (the “consumerization” era). In 2016, the next stage of evolution of the participant experience emerged as suppliers shifted their focus to utilization (the[...]
-
Jun 30, 2017, by NelsonHall Analyst
As H1 2017 comes to a close, it’s a good time to reflect on recent key activity and where the market is headed for the rest of the year and beyond. Here, I round up what’s trending now in payroll, benefits administration, recruitment, and learning.
Payroll
The most common theme in the payroll market is global and multi-country activity. NelsonHall estimates tha[...]
-
Jun 15, 2017, by NelsonHall Analyst
Initiatives around incorporating intelligent technologies to automate and create efficiencies across different HR processes is a top priority for many vendors. To date, RPA has made the most headway, e.g. in payroll for forms management, in benefits for pension calculations, in recruiting for scheduling a candidate’s interview or resume scanning, and in learning for proces[...]
-
Mar 17, 2017, by Gary Bragar
Robotic process automation and artificial intelligence (RPA & AI) in HR are at an early stage, though the clear signs are that vendors are beginning to make investments that are paying off for their clients. Here I take a look at recent RPA & AI initiatives in three areas of HR: payroll services, recruitment process outsourcing (RPO), and learning services.
Payroll
RPA [...]
-
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[...]
-
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[...]
-
Sep 29, 2016, by NelsonHall Analyst
In the third and final blog in the series examining the benefits administration market, I take a quick look at what health & welfare (H&W) services vendors have done recently to improve the participant experience.
Historically, choice within employer-sponsored health plans has been limited, and the need to provide an engaging participant experience was non-existent. Employers’[...]
-
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[...]
-
Apr 07, 2016, by Gary Bragar
At the Spring CLO Conference this week, a good deal of the focus was on learning at the beginning of the employee life cycle to improve quality of hire, increase employee retention, and reduce costs. Xerox presented on the theme of ‘Breaking Out of the Box: Engaging Your Pipeline Candidates Through Learning’, while Raytheon Professional Services (RPS) and K4 Consulting jointly presente[...]
-
Mar 24, 2016, by Ivan Kotzev
Self-service has long been part of the customer service mix, dating back to user manuals, and progressing to the first IVRs, website FAQs, and experience sharing communities such as Amazon Help. Even though self-service support has a wide range of benefits and savings for consumers and businesses, its adoption has been slow – due partly to technological limitations, and to a tendency to use [...]
-
Jan 07, 2016, by NelsonHall Analyst
The U.S. healthcare payer BPS market is relatively mature, but is also shifting towards changes driven primarily by the Affordable Care Act (ACA), the growing Medicaid and Medicare population, and advancements in technology offerings. Activity is primarily driven by the need for claims administration support with the use of automation services, member engagement services, and improved clinical ana[...]
-
Jan 05, 2016, by Gary Bragar
Candidate and employee engagement is often referred to as a key priority for HR leaders, and while there’s a lot of activity going on to address this, the indications are that more needs to be done.
In its latest white paper, Workforce Horizons, Capita reflects on the issues and challenges HR and resourcing leaders must overcome as they attempt to impact the bottom line, and high on the l[...]
-
Nov 30, 2015, by NelsonHall Analyst
As the year winds down, it’s a good time to reflect on the significant activities in the HRO market in 2015 and consider the likely shape of things to come in 2016.
Overall, HRO contract activity is up ~11% y/y in 2015. Renewals and contract extensions account for 25% of that activity, vendor changes ~20%, and new deals 55%. Regional and global multi-country contracts continued[...]
-
Nov 03, 2015, by NelsonHall Analyst
The global learning BPO (LBPO) market was worth $2.9bn in 2014 and NelsonHall forecasts it to grow at 6.7% per annum, reaching $4bn by 2019. But what is the current pattern and nature of LBPO deals, and how are things changing?
Recent LBPO activity has been largely from Europe, a trend which began to pick up in 2014. Activity is widespread across Europe, including the U.K., Germany, Nordics, De[...]