-
Aug 31, 2018, by NelsonHall Analyst
Capgemini has launched a new offering in its digital HR portfolio, Digital Learning Operations (DLO). A key feature of DLO is platform flexibility, important because next-gen platforms are better at delivering just-in-time training personalized for the learner. DLO is also important because its Digital Content Factory focuses on providing content via digital modalities, which ar[...]
-
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.&[...]
-
Aug 30, 2018, by NelsonHall Analyst
With the rise of every new technology, there is a parallel rush among enterprises to incorporate it into the near-term IT roadmap, and for good reason: new technologies offer cost savings, CX improvement, better risk management, and a host of other benefits that look terrific in annual reports and quarterly earnings documentation.
Nowhere is that trend more prevalent than in block[...]
-
Aug 23, 2018, by Andy Efstathiou
Since the financial crisis, regulators have been tightening the KYC processes banks are required to undertake. Enhanced KYC requirements have been applied across many regulations, including MiFID, PSD2, and ultimate beneficial ownership requirements (U.S. CDD Rule). And, as compliance requirements have increased, banks have spent increasing amounts of time and resources on addressing[...]
-
Aug 21, 2018, by Elizabeth Rennie
As part of NelsonHall’s recent Next Generation Payroll Services market analysis, in addition to interviewing 20 of the leading payroll services providers globally, our research extended to a survey of the vendors’ clients. We met clients of different sizes, from a variety of geographies and industries, and covering a range of services in-scope and levels of payroll sourci[...]
-
Aug 15, 2018, by Andy Efstathiou
NelsonHall recently attended Mphasis’ analyst summit in Foxboro, Massachusetts. Key takeaways are that the company is now focusing on digital and cognitive services applied to legacy systems, and on geographic expansion, specifically in North America and continental Europe.
Mphasis is leveraging its industry experience, including BFSI, which accounts for ~75% of revenues, to[...]
-
Aug 14, 2018, by John Willmott
SCM is one of Genpact’s “invest-to-grow” service lines, where the company is looking to make disproportionate investments and scale up the business: in this case, to become one of the top two global supply chain transformation services vendors. In its “invest-to-grow” businesses, Genpact is looking to achieve at least twice the level of revenue growth ac[...]
-
Aug 03, 2018, by Gary Bragar
NelsonHall’s recently published global BPS market forecast reveals that the overall HR services market will grow at 5.8% in 2018. Here I look at how each of the key HRS sub-service lines have performed in H1 2018. In order of number of contracts announced (highest to lowest), this covers Benefits Administration, Multi-Process HRS, Learning, Payroll, and Recruitment. I also prov[...]
-
Jul 23, 2018, by Ivan Kotzev
Currently, the level of automation in the front-office is lower than it is for middle and back-office processes, with reasons including the lower cost of handling customer-facing processes, established offshore models for labor arbitrage, and lack of client interest. However, the upside of this relatively slow uptake is that automation can now be applied to multiple areas of CX, incl[...]
-
Jul 23, 2018, by Rachael Stormonth
This week started with the announcement by Atos of its intended acquisition of Syntel for $41 a share, a total consideration of around $3.57bn including Syntel’s net debt of $201m, in an all-cash deal.
Syntel being acquired is not a total surprise: the company has faced some challenges recently, and in the previous four weeks its share price had been going up strongly (from $31.61 a s[...]
-
Jul 19, 2018, by Dominique Raviart
In the past five years, NelsonHall has observed software testing services vendors adapting their portfolio around digital testing, focusing initially on agile and DevOps, and with a sense of urgency given the accelerating adoption of agile development methodologies. The transformation towards DevOps/continuous testing is ongoing, with most vendors now having their DevOps testing buil[...]
-
Jul 13, 2018, by Mike Smart
NelsonHall recently attended Atos’ Technology Day in Paris, where we heard updates on its digital technology initiatives, including key partnerships with Siemens and Google, and new AI product developments.
Extending partnership with Siemens
Atos gave an update on its ongoing investment with Siemens, a seven-year-old partnership that was recently extended to 2020 wit[...]
-
Jul 05, 2018, by NelsonHall Analyst
David McIntire, IT Services Research Director, talks about NelsonHall's recently completed market analysis project on Cloud Advisory, Assessment, and Migration Services. In this vlog, he touches on the changing nature and scope of large enterprise cloud adoption, market size and growth, and where IT services vendors are focusing their investments.[...]
-
Jul 03, 2018, by Gary Bragar
Last week, I visited the recruitment and talent management vendor Alexander Mann Solutions’ Global Client Service Center (GCSC) in Cleveland. Here I take a quick look at the growth of the operation and at recent initiatives.
Cleveland as a location
Alexander Mann Solutions (AMS) has seven GCSCs, the fourth of which opened in Cleveland in September 2012 to support AMS&rsqu[...]
-
Jun 29, 2018, by Ivan Kotzev
With its Q2 results yesterday, SYNNEX, the parent company of Concentrix, announced its intention to acquire Convergys, the second largest CX services provider and a public company with ~$2.8bn annual revenues. SYNNEX will pay ~ $2.43bn (includes $26.50 per share and repayment of $315m net debt). The transaction is expected to close by the end of 2018.
The largest CX Services provider in Nor[...]
-
Jun 29, 2018, by Mike Smart
Mike Smart with a quick report from DXC's 'Delivering on Digital 2018' client event.[...]
-
Jun 27, 2018, by Andy Efstathiou
I recently attended the Avaloq Community Conference in Zurich, where the key themes were cloud delivery, operations ecosystem, open banking platforms, and combined ITS/BPS engagements. Here I take a quick look at Avaloq’s strategy in each of these areas.
Cloud delivery
Avaloq recently announced a partnership with IBM for a global private cloud delivery capability for cust[...]
-
Jun 22, 2018, by Elizabeth Rennie
I recently attended Neeyamo’s analyst event in Atlanta, where I discussed the company’s cloud transformation practice with its leaders, and specifically the announcement of UnBox HR for SuccessFactors.
Over the past 10 years, Neeyamo has developed its HR offering with the goal of “addressing the white spaces” in HR technology and services and focusing [...]
-
Jun 21, 2018, by Gary Bragar
At its recent Talent Summit, PeopleScout announced the expansion of its service centers in the U.S., Canada, Europe, and Asia Pacific, plus the acquisition of TMP Holdings, a provider of employer branding and RPO services operating in the U.K. via Yocto, the RPO division of TMP Worldwide.
Already the largest RPO provider in terms of number of hires (~300k annually) and the largest[...]
-
Jun 19, 2018, by Dominique Raviart
By Dominique Raviart & Rachael Stormonth
Deutsche Telekom’s Capital Market Day 2018 included a session in which the new CEO of T-Systems Adel Al-Saleh explained how he intends to turn around the Systems Solutions market unit (T-Systems).
Back to onshore vendor profitability standards by 2021
Al-Saleh’s message to investors is clear: the priority is [...]