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NelsonHall Blog

  • NIIT Tech’s PACE Framework: Enabling Personalization to Differentiate Travel & Hospitality Companies

    Oct 19, 2017, by David McIntire

      As part of NelsonHall’s series of reports focusing on the business priorities and digital initiatives of IT services buyers, we found that buyers in the transportation industry have a significant focus on improving the customer experience. Eighty-five percent of transportation companies are pursuing an operational objective of increasing average revenue per customer to a high e[...]

  • 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    The traditional (and now universally accepted as outdated) model for multi-channel support looked something like this, with differences primarily between the types or number of channels: However, as customers became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[...]

  • CSC to DXC Technology – Plus Ca Change…

    Oct 16, 2017, by Dominique Raviart

      DXC Technology recently held an analyst day in the U.K., its first since being ‘born’ on April 1. It is still early days for this young organization and the integration continues (though there was little mention of this at the event). In its recent investor calls, DXC Technology has emphasized actions to strip out costs, apply financial discipline, and invest in next[...]

  • HCL's 3-Lever Approach to Business Process Automation: Risk & Control Analysis; Lean & Six Sigma; Cognitive Automation

    Oct 13, 2017, by John Willmott

    HCL has undertaken ~200 use cases spanning finance & accounting, contact, product support and cross-industry customer onboarding, and claims processing, using products including Automation Anywhere, Blue Prism, UiPath, WorkFusion, and HCL’s proprietary AI tool Exacto. This blog summarizes NelsonHall’s analysis of HCL's approach to Business Process Automation coveri[...]

  • The Impact & Benefits of GDPR for Organizations

    Oct 12, 2017, by Mike Smart

    In this, the first of two articles on GDPR, I look at how the regulation is set to impact companies, and at the benefits of compliance beyond simply avoiding penalties.     The EU's General Data Protection Regulation (GDPR) was adopted in April 2016 and will be put into force on 25 May 2018. The unified and enforceable laws contained in the regulation replace the o[...]

  • DXC Spins Off U.S. Federal Business: What Does This Mean for Rest of U.S. Public Sector Business?

    Oct 12, 2017, by Rachael Stormonth

    I have just looked back at a blog I wrote last May when the news broke of the DXC/HP ES tie-up. Here is an extract: “There is the question of the U.S. federal business that HPE ES will bring in, a market that CSC has only just exited. Will it play a part in the newco? Overall, U.S. public sector would account for around 11% of the newco, way below CSC’s non-compete threshold.[...]

  • Ceridian INSIGHTS is Vegas Strong

    Oct 10, 2017, by Gary Bragar

    Last week, Ceridian held its annual customer forum, Ceridian INSIGHTS, in Las Vegas, where it showed its support for the victims of the recent shooting, and demonstrated its commitment to people as the mainstay of its philosophy. Ceridian established a website at the conference where attendees were able to make donations to a victim support fund, with Ceridian making the first contribution,[...]

  • Office Depot Seeks to Reinvent Itself with Acquisition of CompuCom

    Oct 06, 2017, by Dominique Raviart

      In a surprise transaction, Office Depot announced the acquisition of U.S.-based CompuCom, an end-user computer specialist. The price is significant: ~$1bn, including $750m in cash and 45m shares of Office Depot, with the seller, PE Thomas H. Lee Partners, owning 8% of the share of Office Depot. Despite revenues of $10.6bn, Office Depot has a market cap of just ~$2bn. With the acqu[...]

  • Fast Data: The Smart Will Get Faster... and the Fast Will Get Smarter

    Oct 05, 2017, by David Mayer

      Fast Data is the emerging hot topic of discussion for business leaders seeking to get ahead of the next wave of data utilization. But Fast Data isn't just an evolution of Big Data; it's a market force unto itself that's asking more of traditional and start-up vendors in both traditional DBMS and AI. I spent a (surprisingly snowy) morning this week talking with AI and B[...]

  • Wipro Converging its Crowdtesting Activities Around QaaS & Topcoder

    Oct 04, 2017, by Dominique Raviart

        I recently talked with Wipro about its crowdtesting capabilities. Here, Wipro has a different positioning and service portfolio from crowdtesting pure-plays, with a stronger focus on automation frameworks (with its mobile website and app testing framework), and access to mobile device labs. QaaS: an aggregation of testing offerings at scale QaaS is an aggregation of s[...]

  • Digital Services Drive Capgemini’s Financial Services Industry Engagements

    Sep 28, 2017, by Andy Efstathiou

      NelsonHall recently attended Capgemini’s financial services analyst conference in Boston, where the company discussed its activities and roadmap for the industry, which is focused on digital services. Here I look at how digital services are now driving Capgemini’s financial services business, with client examples. Capgemini’s shift to digital financial services [...]

  • Hungry for Hungary? Why the Country’s Talent Feast is Attracting International Investment

    Sep 27, 2017, by Nikki Edwards

      I was privileged to be invited recently to a customer and analyst event in Budapest, Hungary hosted by Cielo. Great, I thought – I’ve never been there, maybe I’ll see the Danube and a few historic buildings. And from that perspective, Budapest did not disappoint; it was understandable why there were so many tourists visiting, enjoying the hot September weather. But [...]

  • Technology-Enabled Service Focus Driving Advances in ADP’s HCM Client Base

    Sep 22, 2017, by Gary Bragar

      Last week, my colleague Amy Gurchensky wrote on the topic of ADP’s user-centric innovations paving the way for growth in its HR services business. Indeed, at its recent annual analyst event, CEO Carlos Rodriguez was keen to reiterate that ADP is a technology-enabled services organization, not a software company, and this was backed up by client case studies. Here I provide a su[...]

  • The Gig Economy & the Challenge for HR

    Sep 22, 2017, by NelsonHall Analyst

    The gig economy has been a recent trending topic. While the concept of gig workers is nothing new, the attention being paid to it is, especially since this is an area whose growth has been facilitated by the digital marketplace. Here, I take a quick look at the challenges gig workers present for HR. Gig workers present a challenge on several fronts, especially when it comes to managing[...]

  • The Impact of Digital on IT Services: What Clients Want from their Vendors

    Sep 20, 2017, by David McIntire

      NelsonHall is conducting an analysis of the needs of IT services clients to understand their IT and business priorities and how the growth of digital is impacting their business. In a survey of ~1,000 IT services clients across 17 industries and every region of the world, NelsonHall has identified distinct patterns of user intentions, both in terms of how clients plan to change their[...]

  • ADP’s User-Centric Innovations Pave the Way for Services Growth

    Sep 15, 2017, by NelsonHall Analyst

      This week, ADP held its annual industry analyst event in NYC, and as well as welcoming guests with apples to celebrate the arrival of fall, it also ushered in the season with significant news regarding its HR technology innovations. One thing is clear about the technology-enabled services company: its investments in innovation continue to accelerate, as it invested ~$450bn in FY 2017[...]

  • Discussion with Carole Murphy of Capgemini: Application of Intelligent Automation to the Finance Function

    Sep 11, 2017, by John Willmott

    Capgemini's Carole Murphy   Capgemini has recently redefined its framework for Intelligent Automation, taking an approach based on ‘five senses’. I caught up with Carole Murphy, Capgemini’s Head of BPO Business Transformation Services, to identify how their new approach to Intelligent Automation is being applied to the finance & accounting function. &nbs[...]

  • RPA Can Benefit from Testing Services’ Best Practices & Experience

    Sep 08, 2017, by Dominique Raviart

      This month, NelsonHall will publish its annual software testing services report, focusing this time on digital testing, DevOps, and agile testing services. The main areas of the study include: Mobile testing UX testing, which is quickly expanding from its regulation-led accessibility testing offering to usability testing DevOps/continuous testing, which reflects i[...]

  • Leveraging Predictive HR Analytics to Affect Business Outcomes

    Sep 07, 2017, by NelsonHall Analyst

    For years, the application of analytics in HR services has been heavily focused on descriptive information such as workforce demographics (e.g. average employee age, proportion of males to females, number of employees are nearing retirement, etc.) or talent management metrics (e.g. average time to hire, cost per hire, number of training hours per employee, etc.). In fact, ~90% of analytic[...]

  • Genpact Acquires TandemSeven, Adding Human-Centered Design IP & Consulting to Digital Transformation Capabilities

    Sep 07, 2017, by Rachael Stormonth

    Genpact announced another acquisition today, that of TandemSeven, a design thinking (DT)-led CX /UX innovation consultancy based in Boston, with offices also in New York and Chicago. This is Genpact’s fourth acquisition in the U.S. this year; all four clearly supporting the company's drive to radically evolve its portfolio from traditional BPS to a coherent set of offerings designed [...]

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