At the beginning of May, TELUS Digital officially rolled out its Fuel iX Agent Trainer tool across its 64 global delivery centers and digital studios. NelsonHall spoke with the Fuel iX team to learn about the latest deployments of the enterprise GenAI engine, the target business cases, and the next apps on the development roadmap. AI platform for connecting infrastructure with LLM[...]

  In its Capital Markets Day last week, Atos CEO Philippe Salle unveiled a four-year plan for the company. The ‘Genesis’ plan has the following financial targets for FY 2028: €9-10bn in revenue A 10% operating margin ‘Towards an investment grade credit rating profile’. The last of these provides an indication of some of the challenges fa[...]

  We recently had a briefing with TCS' Banking Financial Services and Insurance (BFSI) industry advisory group to gain a deeper understanding of their capabilities and extent of coverage across the BFSI vertical. The discussion covered key strategic initiatives, recent experiences, and delivery capabilities in the area of finance and accounting (F&A). The BFSI sector operate[...]

  The way organizations manage source-to-contract is gradually transforming, driven by the need for smarter insights, tighter integration, and better business alignment. Organizations are no longer just looking for sourcing support; they need actionable insights, digital agility, and solutions that can navigate complexity in real time. Consequently, tech enablement in areas such as int[...]

  In recent years, cryptocurrency (crypto), a digital currency that relies on a distributed ledger system to maintain ownership and transaction records, has emerged as a new asset class. Crypto has experienced the ups and downs typical of emerging technologies. In 2022, the demand for crypto hit a low, with the value of bitcoin dropping by over 74% from $64.4k on November 13, 2021, to [...]

  NelsonHall recently completed an in-depth analysis of cognitive & self-healing IT infrastructure management services, researching the capabilities of leading IT services vendors and the requirements of their clients. This blog looks at the investments vendors need to make to meet client demand and how the market will evolve over the next 12 to 18 months. Enterprises utilize co[...]

  The QE/testing industry has quickly adopted GenAI, and the nature of GenAI use cases has significantly changed in the last 18 months. Initially, the industry went through a discovery phase, identifying how to use LLMs for QE. The first GenAI use cases were test authoring (generating test scenarios from user stories/requirements, test cases, and test scripts), test data management, an[...]

  Global Capability Centers (GCCs) have traditionally been associated with labor arbitrage, reducing costs by leveraging talent in lower-cost locations. However, this is just the tip of the iceberg. The real value of GCCs is unlocked through optimization, centralization, and technology adoption, transforming them into strategic assets that drive business growth and innovation. The n[...]

  NelsonHall recently attended the DXC Connect Insurance Executive Forum in Charleston, South Carolina. The event highlighted DXC Technology’s investment in AI-driven solutions for the insurance industry. A key theme was DXC’s commitment to helping insurers address their ‘technology and process debt’ through community-driven collaboration, enhanced application m[...]

  Support for managing employee time at a global level is rarely addressed by HR providers. However, global payroll providers are expanding services to support global absence management, and a number of market changes are helping drive buyer adoption and growth of these services. The challenge of global absence management Firstly, improving employee experiences is often a focus a[...]

  At the end of February, Firstsource announced ‘UnBPO’, which it describes as ‘a transformative shift away from traditional outsourcing models’. NelsonHall spoke with Firstsource CEO Ritesh Idnani and his executive team about this new approach, the drivers and challenges, and how far along Firstsource is on the roadmap. Tech arbitrage is the new frontier [...]

  NelsonHall recently attended Compucom's Analyst and Advisor Event 2025 in Philadelphia. Kevin Shank, CEO, kicked off the event with an update on Compucom's key activities to date and investments in its people, end-to-end lifecycle services, and AI-driven innovation, including its Full Lifecycle Observability (FLO) Framework. Shank reiterated Compucom's approach to co-c[...]

  When NelsonHall looked at Capgemini Enterprise Automation Fabric (EAF) a year ago, the primary expectation of clients and Capgemini’s emphasis was on monitoring and relating the impact of missed IT KPIs and incidents to individual business KPIs. While this remains a very important foundation, clients are now typically looking to move beyond keeping the lights on to adopting [...]

  Avanade laid out its strategy and roadmap for growing its business over the next three years at a recent analyst day. Avanade is an Accenture/Microsoft joint venture providing enterprises with IT services. In the 25 years since its founding, Avanade has delivered 37k projects to 5k clients. Its staff holds over 60k Microsoft certifications, including 68 employees with the Microsoft M[...]

  Calendar 2024 was relatively muted for the global CX services market, with continued headwinds in large verticals in core North American and European geographies. In parallel, GenAI investments and rebalancing of the delivery portfolio challenged consistent margin improvement. 2025 looks cautiously optimistic, with improved growth in the range of 3.5-4.5% y/y, depending on the imp[...]

  The U.K. government has just released its AI Opportunities Action Plan and response, which includes 50 recommendations to boost the use of AI. Watch the video for extended highlights, but here’s a brief summary: Adopting AI talent Universities will work with industry to create new AI courses and reskill workers for AI-related jobs, with the high-potential individual visa [...]

  After the slowdown of 2023, 2024 promised to be the year of IT services reignition, particularly in the U.S. This scenario has not occurred. U.S. spending is only now on a recovery path in financial services and high-tech, with signs of improved discretionary spending. We expect 2025 to be a reversal of recent trends, notably in U.S. IT services spending, having lagged Europe desp[...]

  Global loan originations have declined since COVID and the trough of interest rates in April 2020. For example, in the U.S., loan originations fell from $4.51 trillion in 2021 to $1.50 trillion in 2023. Currently, interest rates in the U.S. are declining, and mortgage originations in the first three quarters of 2024 have increased by 9% over the prior year. The U.S. lending industry [...]

  Sopra Steria recently held its first Capital Markets Day. Following significant scope changes (including in Benelux and its defense & security sector business) and the sale of its Sopra Banking Software business, the company, now mainly an IT service pure-play, highlighted its strategic priorities. Its 2028 plan shared by management is consistent with previous announcements. T[...]

  We recently spoke to TCS about its proprietary integrated source-to-pay platform, TAPTM, which offers a modular solution across sourcing, contract management, purchasing operations, accounts payable, and supplier hub. This blog examines the use of AI and GenAI within TAP, the potential benefits, and its commercial models. Overview Key modular offerings and capabilities include:[...]