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Feb 16, 2021, by Dominique Raviart
We recently talked to IBM GBS regarding its acquisition of 7Summits. After years of limited GBS M&A activity, IBM has been increasing its investment level in this business. With the planned divestment of most of its GTS business, GBS is core to IBM Services. Since October 2020, GBS has made five transactions across cloud, payments, SAP, and Salesforce.
The 7Summits acquisition[...]
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Feb 15, 2021, by Dominique Raviart
We recently talked to passbrains, the crowdtesting pure-play with dual headquarters in Hamburg and Zurich that has just been acquired by German IT service and VAR vendor, msg. The acquisition is timely for passbrains. Its founder died in the summer of 2020 at a critical time, as the firm was developing the 2.0 release of its crowdtesting platform and diversifying its client base[...]
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Feb 12, 2021, by NelsonHall Analyst
As the rapid rise of the pandemic demonstrated in early 2020, a company’s ability to react and respond to the changing business environment is a critical capability. Even prior to the pandemic, a NelsonHall survey of ~1k IT service buyers showed ~60% placing high importance on increasing the agility of existing core productions applications. Companies are looking for agility in[...]
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Jan 27, 2021, by Nikki Edwards
This is the second part of a 2-part blog presenting an analysis of key trends from NelsonHall's HR Technology & Services team. Here, Nikki Edwards looks at talent management services, including recruitment and learning services.
Recruitment Services
RPO and CWS/MSP vendors shone in 2020, as they supported their clients through their COVID-19 challenges, adding another d[...]
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Jan 22, 2021, by John Willmott
The following is a discussion between Nagendra (Nag) P Bandaru, President, Wipro Limited – Global Business Lines-iCore, and John Willmott, NelsonHall CEO, covering lessons learned in 2020 and success factors for 2021. Nag is responsible for Infrastructure and Cloud Services, Digital Operations and Platforms, and Risk Services and Enterprise Cybersecurity – three key [...]
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Jan 22, 2021, by John Willmott
WNS has a highly developed property & casualty (P&C) insurance practice handling 30 million claims transactions and ~$12 billion in claims spend annually. The company has extensive capability in property & casualty supporting motor, property, casualty, employer and public liability for insurers, fleet operators, MGAs, global corporates, and municipal authorities. WNS has [...]
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Jan 13, 2021, by Ivan Kotzev
2020 was a very disruptive year for CX services, marked by supply problems in the first half and a massive shift to WAH. It also proved to clients the key role of their CX services suppliers and the major benefits of outsourcing. The year started several trends and accelerate multiple others which will shape a dynamic 2021 for the industry. Here are five CX services trends for 2021.
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Jan 12, 2021, by Elizabeth Rennie
Part 1 by Pete Tiliakos & Liz Rennie
This is Part 1 of a 2-part blog presenting an analysis of key trends from NelsonHall's HR Technology & Services team. Part 1 looks at the key outsourcing trends around core HR functions, including cloud HR transformation, payroll, and benefits administration services.
Cloud HR Transformation Services
The drive to digital has k[...]
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Jan 04, 2021, by Elizabeth Rennie
As expectations of what is possible in the digital world have grown exponentially, Capgemini is aiming to close the widening gap between consumer experience and employee experience. It is looking to digitalize workplace interactions while keeping the warmth, emotion, and uniqueness underpinning company culture.
It has built a Digital Employee Operations (DEO) practice over t[...]
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Dec 18, 2020, by Andy Efstathiou
Banks will spend 2021 pursuing different aspects of three key initiatives that have become more important since the advent of COVID-19. The first is process automation, which has become more important but needs to increase its delivery effectiveness. The second, work-from-home (WFH) has also accelerated under COVID-19 but will need to change in 2021 to continue to be effective.[...]
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Dec 15, 2020, by Ivan Kotzev
In a year when the U.S. stock market pushed to a record high, the U.K. had its worst recession in 300 years, and entire sectors shut down for weeks, business planning has become less reliable while demand fluctuates unexpectedly and inconsistently. The supporting industry of CX services is directly impacted on two fronts:
Challenges with supply, where the traditional multi-hund[...]
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Dec 12, 2020, by Rachael Stormonth
With a new Chairman appointed 15 months ago and a new CEO in place for the last four, Wipro has seen a significant changing of the guard – much has been made of the fact that Thierry Delaporte is Wipro’s first non-Indian CEO appointment. The announcements made in a recent event for financial analysts (its first such event in five years) reveal some major shifts happening within the[...]
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Nov 20, 2020, by John Willmott
The pandemic has changed organizations’ attitudes towards the need for change, greatly increasing their emphasis on adopting new digital process models and digital transformation. Partly this is driven by the need to enhance their transactional efficiency and effectiveness rapidly, but at least equally importantly, it has brought a much greater requirement for real-time informa[...]
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Nov 20, 2020, by John Willmott
For some time, life & annuities carriers have suffered from a multitude of legacy platforms, with each implemented to handle a particular style of product that was either not handled by its predecessor or was added through the acquisition of a set of blocks from another carrier. The resulting stable of platforms has always been expensive to maintain. In recent years, this has bee[...]
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Nov 17, 2020, by John Laherty
As clients begin to adapt to the new normal post-Covid-19, we see a paradigm shift in the approach to cloud adoption. Previously cloud adoption was driven mainly by cost reduction and improved agility; the trend is now toward market responsiveness, personalized experiences, real-time insights, innovating at scale, expanding into new markets, and launching new products and services. C[...]
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Nov 10, 2020, by John Willmott
Capgemini has just launched version 2 of the Capgemini Intelligent Automation Platform (CIAP) to assist organizations in offering an enterprise-wide and AI-enabled approach to their automation initiatives across IT and business operations. In particular, CIAP offers:
Reduced TCO and increased resilience through use of shared third-party components
Support for AIOps and DevSec[...]
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Nov 04, 2020, by Dominique Raviart
We recently talked with Wipro regarding its 4C acquisition. Wipro accelerated the development of its Salesforce practice with the Appirio acquisition in November 2016. Indianapolis-headquartered Appirio was an essential move for Wipro, paying $500m for the firm, its second-largest acquisition ever. As well as a Salesforce business, Appirio brought in a Google practice, crowdsourcing [...]
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Nov 03, 2020, by Andy Efstathiou
It has been extensively reported that industries requiring in-person interaction, such as travel and entertainment, have been adversely impacted by the COVID-19 pandemic. Less obvious has been the impact on industries that are often typified by remote delivery. For example, the wealth and asset management industry is primarily driven by the long-term buildup of wealth and involves in[...]
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Oct 19, 2020, by Ivan Kotzev
In July 2020, Majorel acquired French platform developer ISILIS, specialists in bank account switching. In this blog, I look at the new capability, the company’s focus on the banking and financial services sector, and the evolving CX services needs of EU banks.
Specialist in bank account portability
ISILIS was founded in 2004 initially to support non-regulated account switching pro[...]
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Oct 14, 2020, by Andy Efstathiou
I recently participated in a webinar panel during the Consumer Banking Association conference with Genpact and TD Bank. The panel topic was Genpact: Turning Crisis into Opportunity for Consumer Banking, and it addressed three core topics:
The global health and economic crises have reshaped consumer banking
Banks are adjusting to serve customers digitally while trying to maint[...]