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Blog posts under category Clinical Data Management

  • 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.&[...]

  • The Rise of Intelligent Automation in Benefits Administration

    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[...]

  • Benefits Optimization: The Focus of the Participant Experience in Benefits Administration

    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[...]

  • Trending Now in HR Services

    Jun 30, 2017, by NelsonHall Analyst

      As H1 2017 comes to a close, it’s a good time to reflect on recent key activity and where the market is headed for the rest of the year and beyond. Here, I round up what’s trending now in payroll, benefits administration, recruitment, and learning. Payroll The most common theme in the payroll market is global and multi-country activity. NelsonHall estimates tha[...]

  • How Intelligent Technologies Are Being Applied in HR

    Jun 15, 2017, by NelsonHall Analyst

      Initiatives around incorporating intelligent technologies to automate and create efficiencies across different HR processes is a top priority for many vendors. To date, RPA has made the most headway, e.g. in payroll for forms management, in benefits for pension calculations, in recruiting for scheduling a candidate’s interview or resume scanning, and in learning for proces[...]

  • RPA & AI in HR Taking Off

    Mar 17, 2017, by Gary Bragar

    Robotic process automation and artificial intelligence (RPA & AI) in HR are at an early stage, though the clear signs are that vendors are beginning to make investments that are paying off for their clients. Here I take a look at recent RPA & AI initiatives in three areas of HR: payroll services, recruitment process outsourcing (RPO), and learning services. Payroll RPA [...]

  • South Africa and CMS BPO Services: The Importance of Conversational Skills

    Oct 25, 2016, by Ivan Kotzev

      Last week, NelsonHall attended the latest BPM Summit in Cape Town organized by BPeSA (Business Process enabling South Africa), the official trade body for the outsourcing and contact center industry in the Western Cape. The event provides an opportunity for potential investors, analysts, providers, and government officials to interact. Here I take a look at the appeal of South Africa[...]

  • CMS Takes Center Stage for Conduent, the New Face of Xerox Services

    Oct 05, 2016, by Ivan Kotzev

      From January 1st 2017, Xerox will separate its business process services (BPS) business into a public company called Conduent (trading under the ticker CNDT on NYSE). Conduent will have approximately ~$7bn revenue and over 96k employees. I recently spoke with Chuck Koskovich, Executive Vice President Customer Care Services at Xerox Services, about the implications of the split o[...]

  • A Closer Look at Benefits Administration in H1 2016: Part 3

    Sep 29, 2016, by NelsonHall Analyst

    In the third and final blog in the series examining the benefits administration market, I take a quick look at what health & welfare (H&W) services vendors have done recently to improve the participant experience. Historically, choice within employer-sponsored health plans has been limited, and the need to provide an engaging participant experience was non-existent. Employers’[...]

  • Analytics are the Key to Disruptive Customer Experience

    Sep 08, 2016, by Ivan Kotzev

    Over the last few months, I have held discussions with a number of leading customer management services (CMS) vendors and their clients regarding the increasing need for advanced analytics to drive step changes in customer experience (CX). Here, I reflect on the changing role of analytics as they take centre stage as the key to disruptive CX. How times have changed When I first participa[...]

  • Why Learning at the Front-End of the Employee Life Cycle is Key to Recruitment

    Apr 07, 2016, by Gary Bragar

    At the Spring CLO Conference this week, a good deal of the focus was on learning at the beginning of the employee life cycle to improve quality of hire, increase employee retention, and reduce costs. Xerox presented on the theme of ‘Breaking Out of the Box: Engaging Your Pipeline Candidates Through Learning’, while Raytheon Professional Services (RPS) and K4 Consulting jointly presente[...]

  • The Renaissance of Self-Service: Are CMS Vendors Ready?

    Mar 24, 2016, by Ivan Kotzev

    Self-service has long been part of the customer service mix, dating back to user manuals, and progressing to the first IVRs, website FAQs, and experience sharing communities such as Amazon Help. Even though self-service support has a wide range of benefits and savings for consumers and businesses, its adoption has been slow – due partly to technological limitations, and to a tendency to use [...]

  • Process Automation, Analytics & Consumer-Centricity: the Keys to Healthcare Payer BPS

    Jan 07, 2016, by NelsonHall Analyst

    The U.S. healthcare payer BPS market is relatively mature, but is also shifting towards changes driven primarily by the Affordable Care Act (ACA), the growing Medicaid and Medicare population, and advancements in technology offerings. Activity is primarily driven by the need for claims administration support with the use of automation services, member engagement services, and improved clinical ana[...]

  • To Close Talent Gap, Companies Need Greater Emphasis on Employee Engagement

    Jan 05, 2016, by Gary Bragar

    Candidate and employee engagement is often referred to as a key priority for HR leaders, and while there’s a lot of activity going on to address this, the indications are that more needs to be done. In its latest white paper, Workforce Horizons, Capita reflects on the issues and challenges HR and resourcing leaders must overcome as they attempt to impact the bottom line, and high on the l[...]

  • HRO: 2015 Highlights & the Shape of Things to Come

    Nov 30, 2015, by NelsonHall Analyst

    As the year winds down, it’s a good time to reflect on the significant activities in the HRO market in 2015 and consider the likely shape of things to come in 2016. Overall, HRO contract activity is up ~11% y/y in 2015.  Renewals and contract extensions account for 25% of that activity, vendor changes ~20%, and new deals 55%. Regional and global multi-country contracts continued[...]

  • Risk & Reward: The Rise of the Turkish CMS Market

    Nov 03, 2015, by Ivan Kotzev

    Webhelp recently entered the Turkish CMS outsourcing market with the acquisition of Callpex, a move that is set to bring an additional €20m (~$20m) in annual revenue against its global revenue of ~$648m (2014 NelsonHall estimate). Callpex has 2,000 employees and 40 clients, and will bring with it logos in the BFSI, telecom, travel and automotive sectors, primarily in the domestic market. Thes[...]

  • European, Multi-Country & Selective Contracts Dominate 2015 Learning BPO Market

    Nov 03, 2015, by NelsonHall Analyst

    The global learning BPO (LBPO) market was worth $2.9bn in 2014 and NelsonHall forecasts it to grow at 6.7% per annum, reaching $4bn by 2019. But what is the current pattern and nature of LBPO deals, and how are things changing? Recent LBPO activity has been largely from Europe, a trend which began to pick up in 2014. Activity is widespread across Europe, including the U.K., Germany, Nordics, De[...]

  • Xerox Services Q2 2015 Results: Focus on eXecution

    Jul 28, 2015, by Rachael Stormonth

    "We are making progress in some areas, but we know we can and should do better in other areas. Our direction is unchanged; we are making several shifts in the way that we execute against it” Ursula Burns. On Friday, Xerox announced results for Q2 2015 (for full details, see here): Xerox Services revenues were $2,569m, down 3.1% y/y (on continuing operations), up 1% in CC Segm[...]

  • Employee Wellness Programs Get a Shot in the Arm

    Jun 08, 2015, by Gary Bragar

    Since my September 2014 blog, Wellness Outsourcing on the Rise, there have been some key developments in employee wellness programs, along with new Equal Employment Opportunity Commission (EEOC) guidance that enables employers to offer incentives to wellness participants of up to 30% of their insurance premium. With employees keenly aware of the annual rise in their out-of-pocket health insuran[...]

  • Private Exchange Update: What the First Three Years Reveal

    May 11, 2015, by NelsonHall Analyst

    It seems like yesterday that the concept of a private health insurance exchange was novel: it’s hard to believe that active exchanges have been available from benefits consultancies for three years, and that retiree exchanges are nearly 11 years old. Here’s a quick update and review of how the private exchange landscape has changed in this short time. Active exchanges are mu[...]

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