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May 04, 2022, by Dominique Raviart
The world of quality assurance (QA) is continually evolving, alternating between cycles of centralization and decentralization. QA became part of testing CoEs in the 2000s, driving process standardization, test coverage and automation. More recently, in its latest organizational model, it has become part of the agile development structure and is spread across agile projects. Quality [...]
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Apr 28, 2022, by Ivan Kotzev
Turkey has been a success story for nearshore European CX services for several years. At the start of 2022, Majorel officially acquired Mayen Telekomünikasyon Hizmetleri A.Ş. (Mayen), an independent Turkish BPO. In this blog, I review the growth of Turkey's CX services and its challenges, Majorel’s expansion in the region, and the opportunities arising from the deal.
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Apr 19, 2022, by Ivan Kotzev
After several months of speculation, Konecta and Comdata announced their planned merger, creating a $2bn CX services provider that positions it in the global top 10. The deal is a strategic move to respond to the growing market demand for CX transformation capabilities, greater technology investments, and a multinational scale.
Konecta-Comdata combined
The merger, subject to ap[...]
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Apr 07, 2022, by Dominique Raviart
NelsonHall is currently updating its bi-annual IT services forecasts, and here’s a quick look at some of the headlines for 2022.
COVID-19 no longer a threat to IT services spending growth
The world has evidently changed since our November 2021 update. The pandemic now seems largely under control, despite spikes in China. India, the world’s IT services hub, is gradua[...]
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Mar 31, 2022, by John Laherty
NelsonHall recently completed an in-depth analysis of advanced digital workplace services, in which we spoke to multiple leading IT services vendors and their clients. This blog looks at some of the key themes from this research, the investments vendors need to make to meet client demand, and how the market will evolve over the next 12 to 18 months.
The three overarching themes fr[...]
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Mar 25, 2022, by Andy Efstathiou
Industry background
Financial services are very centralized, with exchanges, central banks, and custodians delivering platform-based services to any user who wants to make a financial transaction or own a financial asset/liability. Decentralized finance, DeFi, is a financial system built on distributed ledger technology (DLT or blockchain) that allows a user to transact and own w[...]
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Mar 15, 2022, by Ivan Kotzev
NelsonHall recently published a CX Operations Transformation market analysis, with growth forecasts and highlights of the major client requirements, challenges, and success factors for the adoption of next-gen CX. Here is an abbreviated look at the state of the market in Q1 2022 and several expected short-term scenarios.
2021 was a good year for CX services
After the disruptive first nine mo[...]
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Feb 23, 2022, by Andy Efstathiou
In NelsonHall’s newly published market assessment, Digital Banking Services: Transforming the Financial Services Industry, we found that financial institutions are changing their approach to digital services: from a focus on digital channels and CX to a focus on rapid solution development, cloud migration, data management, and STP.
The goal for financial institutions today i[...]
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Feb 18, 2022, by Ivan Kotzev
Over the last several years, TTEC has been actively investing in EMEA and looking to bring its technology development and CX transformation services to the region. I spoke with Alistair Niederer, Senior VP, Head of Europe, Middle East & Africa, about the company's growth plans, what's happening in the CX services industry, and best practices for CX leaders.
What are th[...]
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Feb 11, 2022, by Dominique Raviart
We recently talked to Erik van Veenendaal, the head of the TMMi Foundation, which promotes the TMMi QA process improvement methodologies.
TMMi Has Become A Widely-Accepted Methodology for Test Process Improvement
Founded in 2005, the TMMi Foundation is a not-for-profit organization focused on improving corporate test processes. It launched its TMMi methodologies at a time when [...]
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Feb 10, 2022, by John Willmott
Digital transformation and the associated adoption of Intelligent Process Automation (IPA) remains at an all-time high. This is to be encouraged, and enterprises are now reinventing their services and delivery at a record pace. Consequently, enterprise operations and service delivery are increasingly becoming hybrid, with delivery handled by tightly integrated combinations of personn[...]
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Feb 07, 2022, by Jeanine Crane-Thompson
Safeguard Global acquired Global Upside Corporation, a global expansion, technology, and services company based in San Jose, CA on January 25, 2022.
Global Upside specializes in EOR services, new entity incorporation, human resources, accounting, payroll, and tax & compliance solutions. The country footprint across both organizations is well aligned. This acquisition will add [...]
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Feb 07, 2022, by Dominique Raviart
The software testing/QA industry relies on three steps for functional testing:
Defining test requirements (what do I need to test?)
Test case creation (creating detailed instructions)
Test scripts (using these test cases to develop scripts operated by a functional test execution tool, e.g., Micro Focus QTP, Tricentis Tosca, and Selenium Grids).
Broadly, these three ste[...]
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Jan 24, 2022, by Elizabeth Rennie
Last week marked Neeyamo's Payroll Beyond Borders' virtual global payroll industry event. The keynotes were delivered by payroll industry leaders Dan Maddux, Executive Director, American Payroll Association, and Ken Pullar, CEO, CIPP. The event had around 1,200 participants from around the world and was the first global coming together of global payroll industry experts [...]
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Jan 20, 2022, by Dominique Raviart
DevSecOps Emerging
Application security testing has been part of functional testing for many years without being a significant investment topic. Organizations have typically favored functional testing automation while moving to agile/continuous testing; they have considered application security testing as an afterthought.
With the increased emphasis on cybersecurity, applicatio[...]
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Jan 20, 2022, by Nikki Edwards
Here I look at the major trends for the year ahead in two key areas of HR: recruitment and learning services.
Recruitment Trends
Talent Acquisition (TA) challenges were already complex in the pre-pandemic period, with an aging workforce population, shortage of digital talent, rapid evolution of technology, Brexit, legal changes, and more. The pandemic added another layer of com[...]
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Jan 14, 2022, by Elizabeth Rennie
Since the start of the pandemic, company benefits have played an increasingly important role in helping organizations protect the safety, wellness, and health of their employees. This is increasingly the case, not only for physical wellness, but organizations now have greater awareness of mental health and financial wellness impacts on their staff given recent challenges and mass res[...]
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Jan 13, 2022, by Andy Efstathiou
Digital transformation has accelerated in the banking industry since the start of the pandemic. This blog describes some recent digitalization activities a bank undertook with Xebia to improve its customer contact processes and provide differentiated service with increased efficiency.
The challenge
A U.S.-based neo bank began experiencing ongoing high call volumes in its call [...]
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Jan 11, 2022, by Andy Efstathiou
In 2022, the financial industry will continue to focus on building out its cloud and digital services infrastructure. This will be a deepening of capabilities for banks that have started their transformation, and the start of the journey for institutions that have not yet initiated their transformation. The growth rate of digital transformation is very high at ~20%.
Since most tec[...]
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Jan 10, 2022, by Dominique Raviart
Dominique Raviart gives his reaction to today's announcement by Atos, who issued its second profit warning in seven months.[...]