DEBUG: PAGE=domain, TITLE=NelsonHall Blog,ID=1469,TEMPLATE=blog
toggle expanded view
  • NelsonHall Blog

    We publish lots of information and analyst insights on our blogs. Here you can find the aggregated posts across all NelsonHall program blogs and much more.

    explore
  • Events & Webinars

    Keep up to date regarding some of the many upcoming events that NelsonHall participates in and also runs.

    Take the opportunity to join/attend in order to meet and discover live what makes NelsonHall a leading analyst firm in the industry.

    explore

Subscribe to blogs & alerts:

manage email alerts using the form below, in order to be notified via email whenever we publish new content:

Search research content:

action=something else...array(7) { ["program"]=> int(-1) ["analyst"]=> int(-1) ["industry"]=> int(-1) ["serviceline"]=> int(-1) ["vendor"]=> int(-1) ["country"]=> int(-1) ["application"]=> int(-1) } array(0) { }
from:
until:

Access our analyst expertise:

Only NelsonHall clients who are logged in have access to our analysts and advisors for their expert advice and opinion.

To find out more about how NelsonHall's analysts and sourcing advisors can assist you with your strategy and engagements, please contact our sales department here.

Blog posts by Ivan Kotzev

go to blog home

Search posts by keywords:

Filter posts by author:

  • Comdata: How Customer Insights Are Transforming CX in Retail & CPG

    Aug 05, 2019, by Ivan Kotzev

      A common theme in the upcoming NelsonHall CX Services in Retail & CPG report is the increasing need by sector clients to generate and operationalize insights from their customers. Technology has shifted the power to consumers who are less loyal to brands and change their buying behavior more frequently, creating micro-segments. However, while having a wealth of data such as cu[...]

  • Will Crowdsourced Customer Service Get Solv(ed)?

    Jun 26, 2019, by Ivan Kotzev

      Crowdsourcing and different types of freelanced customer support models pre-date the current household names using these models in leisure and travel, personal transportation, and delivery services. Many of these early attempts died out because of poor business models, or remain effective today but in niche markets (e.g. gaming) or on a small scale (e.g. U.K. mobile network, giffgaff[...]

  • Seizing the Automation Opportunity: Alorica’s Automated Discovery Process

    May 28, 2019, by Ivan Kotzev

    One of the first stumbling blocks of business process transformation is identifying meaningful automation opportunities. A typical process will have a management consultant, system expert, or Lean Six Sigma specialist to monitor manual processes for a set time, collect performance data, and make recommendations. Companies supplement this assessment with executive ideation sessions, operational[...]

  • Concentrix VOC: Measuring CX Transformation

    May 03, 2019, by Ivan Kotzev

    Despite the evolution of contact center technology (think conversational AI), the spread of digital channels (think smart speakers), and the dramatic change in the ways companies interact with customers (think mobile-first), the industry KPIs for measuring the impact of these transformations remain limited. CSAT, NPS, and more recently, Customer Effort Scores (CES) measure different elements o[...]

  • Proactive Social Media Engagement: Best Practices from Startek & Aegis

    Apr 17, 2019, by Ivan Kotzev

    Consumers are evolving their preferred ways of interacting on social media: ‘spontaneous’ stories are replacing produced content, transparency and privacy are driving the spread of private groups and influencing regulatory push, and machine learning is personalizing conversational commerce. The impact on brands is greater need for new types of content, investments in automation and[...]

  • Chat Services: Teleperformance’s Playbook & Targets

    Mar 27, 2019, by Ivan Kotzev

      In NelsonHall’s 2017 report, ‘Multi-Channel CMS – Delivering Digital Customer Experience’, I forecast that the chat channel, in all its forms, would become 18% of the global CX services outsourcing market by 2020, growing by 30% CAGR. What fuels this sizable growth are the many benefits to brands offering sales and support over text channels, the advancement o[...]

  • Enabling CX Digitalization: A Look at CSS Corp's Yodaa

    Dec 20, 2018, by Ivan Kotzev

      In this vlog Ivan Kotzev looks at CSS Corp’s digital experience suite Yodaa and how it unifies the company’s analytics, automation, and multichannel tools and models for digitalizing support.[...]

  • The CX Consulting Race: New Players, New Models, and Tech Mahindra’s Example

    Nov 06, 2018, by Ivan Kotzev

      NelsonHall has recently published a report on Digital Customer Experience Services, and one of the trends explored is the evolving competition in customer experience (CX) consulting. The traditional ecosystem includes distinct players with clear-cut roles: Big five management consulting firms such as Deloitte or PwC, providing strategy-level advisory which covers CX Niche UX [...]

  • Arvato CRM’s JV with Saham Group Consolidates EMEA Position

    Sep 21, 2018, by Ivan Kotzev

    Bertelsmann, the parent company of Arvato CRM Solutions, has announced plans to combine Arvato CRM with the CX services business of the Pan-African Saham Group. The joint venture will have 50/50 ownership, with ~ €1.2bn combined annual revenues and ~48k employees in 25 countries. The deal is expected to close in January 2019. Saham Group & partnership history Founded in 1995 in [...]

  • The CX Workforce Challenge & How Vendors Are Responding

    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.&[...]

  • Tech Mahindra BPS’ Approach to CX Process Automation

    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[...]

  • Teleperformance to Acquire Intelenet, Makes Strategic Bet on India & Analytics

    Jun 15, 2018, by Ivan Kotzev

      After several months of media speculation, Teleperformance officially announced yesterday an agreement to acquire Intelenet Global Services from the private equity Blackstone for a total consideration of $1bn. Boost for Indian market The deal will expand Teleperformance’s topline growth and have a positive impact of around +10% on the company’s earnings per share in[...]

  • 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[...]

close