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Blog posts by Ivan Kotzev

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  • The End of Telecoms Sector Dominance in CX Services?

    May 01, 2018, by Ivan Kotzev

      For many years, the telecoms sector has been the dominant market for customer experience (CX) services providers. However, over the last few years, consolidation, flat performance, decreasing margins caused by market saturation, new digital models and competitors, and unfavorable regulations (e.g. Eurotariff) have eroded the significance of the telecoms sector for CX services provide[...]

  • Aegis & StarTek Expand Globally with ~$700m Merger

    Mar 20, 2018, by Ivan Kotzev

      Last week Aegis Global and StarTek announced the creation of a combined company. The merger will see Aegis majority owner PE Capital Square Partners swap shares with the NYSE listed StarTek, to reach a ~55% stake in the merged company. The deal is expected to close by Q3 2018. Here I look at the implications of the merger. Return to the U.S. for Aegis For Aegis, the merger fol[...]

  • Parsing the Customer Journey: How WNS Translates Data to Insights

    Mar 12, 2018, by Ivan Kotzev

      NelsonHall recently visited WNS’ Analytics CoE in Bangalore. Research & analytics (R&A) services are key activities for WNS, as a first point of entry into new clients, and also as a higher margin activity in existing accounts. Readers of NelsonHall’s Quarterly Updates on WNS will be aware that WNS is looking to increase the level of annuity revenues from analytic[...]

  • How Indian CX Services' Channel Mix Will Change by 2020

    Feb 22, 2018, by Ivan Kotzev

    In our latest CX services research in collaboration with NASSCOM, we have mapped how Indian CX services channel mix will change by 2020, as shown in the following infographic.  NelsonHall’s Customer Experience Services program delivers the most comprehensive insight for buyers and providers of CX services. For more information, contact Guy Saunders.[...]

  • Key Mechanisms to Boost Your CX Services Performance

    Feb 20, 2018, by Ivan Kotzev

    In our latest CX services research in collaboration with NASSCOM, we identified the top 3 mechanisms for improving key CX metrics: Net Promoter Score, First Call Resolution, Conversion, and Turn-Around Time & Average Handling Time, as shown in the following infographic.  NelsonHall’s Customer Experience Services program delivers the most comprehensive insight f[...]

  • 9 Key Stages of Adoption for Next Generation Customer Service

    Feb 16, 2018, by Ivan Kotzev

    In our latest CX services research in collaboration with NASSCOM, we identified the 9 key stages of adoption for next generation customer service, as shown in the following infographic.  Insights into the differences across client industries and the best practices applied by vendors are available in NelsonHall’s Customer Experience Services program. For more information, contact [...]

  • Addressing Political Risks & Regulatory Changes: Priorities for CX Services in 2018

    Jan 17, 2018, by Ivan Kotzev

      In my predictions for the customer experience services industry a year ago, I noted that political risks will replace security concerns as the biggest external threat to the industry. Looking ahead to 2018, regulatory changes and government policies will have a lasting impact on the selection of delivery locations, country investment plans, and market presence. Here I take a closer l[...]

  • CPG’s Digital CX Future: Notes from HGS Forum

    Dec 13, 2017, by Ivan Kotzev

      I recently attended HGS’ forum on the trends and challenges in CX for the European Consumer Packaged Goods (FMCG) market. In the company’s West London center, clients and prospects including Colgate, Danone, L’Oréal, Nespresso, Nomad Foods, and Mars discussed the ways customer service can drive ecommerce and augment sales. Digital as a force for disruption[...]

  • Arvato UK&I: Bringing Digital & Automation to CX

    Dec 04, 2017, by Ivan Kotzev

      Recently, I had a chance to visit Arvato’s U.K. and Ireland HQ in Slough, ~20 miles (30km) west of London, to witness its customer experience operations and how the company is applying digital channels and automation. A mix of public and private sector clients Arvato U.K. & Ireland provides customer experience services, finance and accounting (record to report, order [...]

  • Omnichannel, Bots & the Future of CX: Q&A with Head of Prosodie-Capgemini, Erwan Le Duff

    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.  [...]

  • Transforming a Contact Center to a Profit Center: CSS Corp Client Study

    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[...]

  • Omnichannel Entropy from a Customer Experience Perspective: Macy’s Journey

    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[...]

  • Customer Experience in China: Teleperformance Welcomes the Digital Leap

    Aug 18, 2017, by Ivan Kotzev

      NelsonHall recently attended Teleperformance’s annual analyst event in Xi’an, China. The location was selected to highlight the strong growth of Teleperformance in China, and to showcase latest initiatives to extend its influence in this very distinctive customer experience market. Early entrant in China’s BPO market Teleperformance entered Beijing in 2007 wit[...]

  • Reshuffle in the European Customer Management Services Market: Comdata Acquires French Provider B2S

    Jul 05, 2017, by Ivan Kotzev

    On June 8th, Italian BPS provider Comdata announced the acquisition of the French group Izium, which includes the CMS provider B2S, for ~€200m. The acquisition will be the first entry for Comdata in France and will lift the company to a top 5 CMS provider in Europe with estimated proforma revenues of ~€750m for 2017. Entry into a mature and healthy French CX market Under the de[...]

  • Closing the Gap in Healthcare: TeleTech’s Approach

    Jun 28, 2017, by Ivan Kotzev

      In April 2017, TeleTech acquired healthcare BPS provider Connextions for $80m. The acquisition makes healthcare the second largest vertical for TeleTech, expected to reach ~21% of their annual revenue at ~$300m. I spoke with TeleTech recently to discuss the acquisition and their focus on the healthcare space. TeleTech’s Healthcare Business at a Glance TeleTech’s hea[...]

  • Virtual Assistant I Am! CSS Corp Looks to Yodaa

    Jun 12, 2017, by Ivan Kotzev

    The idea that the future model of customer experience includes a high level of automation is already widespread. A whole ecosystem of developers and vendors is catering to an emerging mass market of bots and virtual assistants. And users and brands are discovering more applications of automated support over text and voice as bot libraries grow rapidly. While the learning curve for users is [...]

  • HGS Turns to Sheila & Veronica to Help Enhance the Digital Customer Experience

    May 30, 2017, by Ivan Kotzev

    NelsonHall recently attended the HGS Analyst and Advisory Summit in NYC. The event combined client perspectives with an update on the company’s healthcare business, a review of the latest offerings within its DigiCX suite of digital services, and discussion of the changing nature of customer experience (CX). Optimizing the healthcare payer member experience In 2015, HGS acquired a [...]

  • Augmented Humans Will Expand the Digital CX Frontier: Lessons from Sitel Summit

    May 23, 2017, by Ivan Kotzev

      Last week, NelsonHall attended the Sitel Summit in Miami. Titled ‘Expanding the Digital CX Frontier’, the event was an opportunity for Sitel to update the analyst community on their new structure, introduce new senior executives, show its new global HQ, and share first-hand experiences of successful CX digital journeys. From contact center company to a group of global[...]

  • WNS Brandttitude: Serving Marketers with Advanced Brand Analytics

    Apr 26, 2017, by Ivan Kotzev

      While Facebook banks on the smartphone camera to digitalize offline relationships, and sales people use Snapchat to sell real estate, the main challenges for marketers to reach this level of interaction are structural – how to visualize huge amounts of disparate data to get actionable insights fast at a granular level. Here I take a look at how one CMS vendor, WNS, is tackling [...]

  • Consolidation & Growth of the German CMS Market: A Quick Look at Regiocom

    Mar 17, 2017, by Ivan Kotzev

    On 10th March, German energy BPS and ITO provider Regiocom completed the acquisition of customer management services (CMS) vendor SNT Deutschland to create a €230m provider focused on the German market. Here I take a closer look at the deal, and at the wider picture of consolidation and growth currently taking place in the German CMS market. An Energy BPS Specialist Regiocom G[...]

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