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Nov 24, 2017, by Andy Efstathiou
NelsonHall recently hosted a webinar in which U.K.’s National Savings and Investments (NS&I) discussed how it has transformed its customer experience and operations delivery, and in so doing increased the value of assets managed by 245% and annual contact volumes by 660% while reducing delivery staff by 76% and cost of operations, calculated on a per assets under management[...]
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Nov 23, 2017, by Mike Smart
Mike Smart reports directly from IBM’s European Analyst & Advisory Exchange 2017 with some quick take-aways regarding IBM’s transition from systems integrator to services integrator and its business resiliency services.[...]
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Nov 22, 2017, by Elizabeth Rennie
As globalization of the workforce continues its evolution, HR leaders today face the challenge of managing a more diverse, dispersed, and technology savvy human capital environment than ever before. Thus, acquiring, integrating, managing, and paying a borderless workforce is a major challenge for many multinational organizations today, driving the need to transform and digitize globa[...]
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Nov 17, 2017, by Dominique Raviart
CSS Corp recently briefed NelsonHall on the work it does around accessibility testing in the U.S. and about a suite of three accelerators it recently introduced for meeting the requirements of the U.S. American Disability Act (ADA) of 2010.
What Is ADA?
One of the aims of ADA is to make documents, websites and mobile apps more accessible to people suffering from visual, movemen[...]
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Nov 09, 2017, by Mike Smart
In this, the second of two articles on GDPR, I look at how IT services vendors can help companies meet GDPR compliance in several areas. You can read the first article, ‘The Impact & Benefits of GDPR for Organizations’, here.
Application services
Application services can help organizations in ensuring that new and legacy applications meet the GDPR articles perta[...]
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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[...]
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Nov 07, 2017, by Ivan Kotzev
This month, Capgemini is launching a new version of its omnichannel cloud platform, Odigo™. I interviewed Erwan Le Duff, Head of Prosodie-Capgemini, about the new platform features, the evolution of self-service, and the future of customer experience. Below is a video of highlights from the interview, followed by a brief introduction to Odigo and a full transcript of the interview.
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Nov 06, 2017, by Dominique Raviart
We recently caught up with Infosys to discuss where its Infosys Validation Solutions (IVS) testing practice is currently investing. This is a follow-up to a similar discussion we had with Infosys back in July 2016 that centered on applying AI and making sense of the data that client organizations have (see here).
Our most recent discussion looked at technologies such as AI, chatbo[...]
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Nov 03, 2017, by Gary Bragar
Sevenstep RPO held its second annual analyst event last week. In addition to analysts, advisors, vendor leadership, and key service providers, practitioners/buy-side clients also attended for the day, including Commonwealth of MA, Amazon, and CVS. Here I discuss a few key take-aways.
Sevenstep RPO overview
With ~300 employees, Sevenstep RPO has global delivery centers in three [...]
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Nov 02, 2017, by Rachael Stormonth
NelsonHall recently attended a TCS analyst event in Boston, the theme of which was Business 4.0: Intelligent, Agile, Automated, and on the Cloud. A few months ago, soon after Rajesh Gopinathan took over as CEO, TCS undertook its first major service line revamp for many years (we provided details of this in our Quarterly Update on TCS – see here). As such we were keen to learn more about [...]
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Oct 31, 2017, by Nikki Edwards
Last week’s HRTechWorld in Amsterdam, or UNLEASH as it now known, did not disappoint, my only regret being that two days wasn’t enough time to see everything and meet everyone I wanted to. As well as the established vendors being present, sharing their new product updates, there were plenty of start-ups showing how they are changing the face of HR/payroll. Analytics, auto[...]
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Oct 30, 2017, by Ivan Kotzev
Post-sales support functions are typically cost centers: large, labor-intensive operations with significant overheads and no financially attributable benefit to the bottom line. This environment is changing, with organizations gradually understanding the revenue generation opportunities in support services such as technical support and afterlife maintenance. I recently had a co[...]
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Oct 25, 2017, by Andy Efstathiou
In this blog, I look at Capgemini’s Blockchain initiatives and what segments they are focusing on for further development with their financial services clients.
Initially, Blockchain engagements were focused on:
Using POCs to develop an understanding of the capabilities and limitations of distributed ledger technology (DLT)
Developing business use cases, trying POCs to d[...]
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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[...]
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Oct 24, 2017, by Elizabeth Rennie
For many organizations today, technology, and more specifically the internet, has changed the way business is conducted, and having the agility to pivot with the change is critical to remaining competitive and surviving.
While the introduction of next generation technology has created a critical inflection point for many businesses, it is also providing HR leaders with n[...]
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Oct 20, 2017, by NelsonHall Analyst
Nvidia faces stiff new competition for the leadership position in the AI processing chip market. But the firm has a significant competitive advantage: a culture of innovation and production efficiency that was developed to address the demanding needs of a wholly different market.
Intel and Google have been making waves in the AI processing chip market, the former with the acquisit[...]
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Oct 19, 2017, by NelsonHall Analyst
As part of NelsonHall’s series of reports focusing on the business priorities and digital initiatives of IT services buyers, we found that buyers in the transportation industry have a significant focus on improving the customer experience. Eighty-five percent of transportation companies are pursuing an operational objective of increasing average revenue per customer to a high e[...]
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Oct 19, 2017, by NelsonHall Analyst
NelsonHall recently attended the SE2 Partnership Forum, entitled ‘Future-proof: From Here to Digital’, in Washington D.C., where the main focal point of discussion was the challenge of digital transformation in the life insurance and annuity sector.
Here I look at a number of developments in SE2’s offerings that are helping clients to address the challenge of dig[...]
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Oct 18, 2017, by Ivan Kotzev
The traditional (and now universally accepted as outdated) model for multi-channel support looked something like this, with differences primarily between the types or number of channels:
However, as customers became digital and mobile, the model has shifted to something like this:
This model originated with marketers and retailers, where omnichannel means the ability to purchase in t[...]
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Oct 16, 2017, by Dominique Raviart
DXC Technology recently held an analyst day in the U.K., its first since being ‘born’ on April 1. It is still early days for this young organization and the integration continues (though there was little mention of this at the event). In its recent investor calls, DXC Technology has emphasized actions to strip out costs, apply financial discipline, and invest in next[...]