In a year when the U.S. stock market pushed to a record high, the U.K. had its worst recession in 300 years, and entire sectors shut down for weeks, business planning has become less reliable while demand fluctuates unexpectedly and inconsistently. The supporting industry of CX services is directly impacted on two fronts: Challenges with supply, where the traditional multi-hund[...]

With a new Chairman appointed 15 months ago and a new CEO in place for the last four, Wipro has seen a significant changing of the guard – much has been made of the fact that Thierry Delaporte is Wipro’s first non-Indian CEO appointment. The announcements made in a recent event for financial analysts (its first such event in five years) reveal some major shifts happening within the[...]

  The pandemic has changed organizations’ attitudes towards the need for change, greatly increasing their emphasis on adopting new digital process models and digital transformation. Partly this is driven by the need to enhance their transactional efficiency and effectiveness rapidly, but at least equally importantly, it has brought a much greater requirement for real-time informa[...]

  For some time, life & annuities carriers have suffered from a multitude of legacy platforms, with each implemented to handle a particular style of product that was either not handled by its predecessor or was added through the acquisition of a set of blocks from another carrier. The resulting stable of platforms has always been expensive to maintain. In recent years, this has bee[...]

  As clients begin to adapt to the new normal post-Covid-19, we see a paradigm shift in the approach to cloud adoption. Previously cloud adoption was driven mainly by cost reduction and improved agility; the trend is now toward market responsiveness, personalized experiences, real-time insights, innovating at scale, expanding into new markets, and launching new products and services. C[...]

  Capgemini has just launched version 2 of the Capgemini Intelligent Automation Platform (CIAP) to assist organizations in offering an enterprise-wide and AI-enabled approach to their automation initiatives across IT and business operations. In particular, CIAP offers: Reduced TCO and increased resilience through use of shared third-party components Support for AIOps and DevSec[...]

  We recently talked with Wipro regarding its 4C acquisition. Wipro accelerated the development of its Salesforce practice with the Appirio acquisition in November 2016. Indianapolis-headquartered Appirio was an essential move for Wipro, paying $500m for the firm, its second-largest acquisition ever. As well as a Salesforce business, Appirio brought in a Google practice, crowdsourcing [...]

  It has been extensively reported that industries requiring in-person interaction, such as travel and entertainment, have been adversely impacted by the COVID-19 pandemic. Less obvious has been the impact on industries that are often typified by remote delivery. For example, the wealth and asset management industry is primarily driven by the long-term buildup of wealth and involves in[...]

In July 2020, Majorel acquired French platform developer ISILIS, specialists in bank account switching. In this blog, I look at the new capability, the company’s focus on the banking and financial services sector, and the evolving CX services needs of EU banks. Specialist in bank account portability ISILIS was founded in 2004 initially to support non-regulated account switching pro[...]

  I recently participated in a webinar panel during the Consumer Banking Association conference with Genpact and TD Bank. The panel topic was Genpact: Turning Crisis into Opportunity for Consumer Banking, and it addressed three core topics: The global health and economic crises have reshaped consumer banking Banks are adjusting to serve customers digitally while trying to maint[...]

Like many HR service providers, SD Worx has been supporting its clients over the last six months by continually making updates to the changing legislation and dealing with client queries and operational challenges. SD Worx also launched a study to better understand changing market needs, the findings of which have just been published. The SD Worx study was one of the most extensive European HR[...]

Digital front doors and transparency a new normal for healthcare? U.S. healthcare is no stranger to an environment of continuous change and has not been spared the effects of the COVID-19 global pandemic in 2020. The unique circumstances born from the need for social distancing during the pandemic have accelerated healthcare consumers' demands for digital transformation. The ask comes f[...]

  NelsonHall recently attended Automation Anywhere's 2020 innovation day, where the company launched its Automation Anywhere Robotic Interface (AARI) digital assistant focused on making bot usage easier and more accessible to employees. Automation Anywhere Robotic Interface AARI “aims to elevate employees' workflows in the same manner as at-home digital assistants s[...]

  The recent impacts of the COVID-19 pandemic exposed many HR and payroll service delivery models as being unequipped and unprepared to pivot to remote work, access the data needed to obtain government support, and move money to employees in a timely and compliant fashion. The pandemic also accelerated an already intensifying push toward digital HR and payroll adoption, particularly as[...]

  Quarterly financial reports for 2020 (April onwards) from recruitment organizations show that in a COVID-19 world, temporary hiring is more resilient than permanent hiring, faring on average about 10-30% better (albeit both types of hiring are seeing negative growth overall). Meanwhile, gig work has increased on average 10-15%, over the same period. These figures are not surprising a[...]

  This past month, NelsonHall released the first market analysis dedicated to the Global Employer of Record (EoR) Services space, an emerging yet largely unknown HR outsourcing service model that enables growing multinational firms to compliantly employ foreign workers in support of global expansion initiatives. While co-employment service models have historically been U.S. centric,[...]

It is no surprise that COVID-19 is the main theme of virtual conferences such as Procurecon Indirect that focus on the procurement function. And at NelsonHall we are seeing that the pandemic has sparked a range of inquiries from procurement professionals about the art of what’s possible. One outcome of the pandemic is that it has shifted priorities in large enterprises, with an increased[...]

  We recently talked with CSS Corp about its investments in QA, in particular its new Digital Assurance offering. Digital Assurance targets UX QA, an area that has not had the attention it deserves. Clients have prioritized investment in continuous testing & automation While many large organizations have devoted considerable time and effort to continuous testing and func[...]

  Ages ago, in the pre-COVID-19, pre-U.S. election, pre-BLM protest times of 2019, the challenges of online reputation management (ORM) seemed to be brand-specific. For example, how Boeing could restore customer confidence in the 737 MAX aircraft. Today, in the second half of 2020, navigating social media during a crisis is top of mind for most brand managers and PR departments across [...]

  The impacts of the pandemic and lockdowns are creating winners and losers in terms of BPS delivery geos. Determining factors include a geo’s ability to manage the health and safety of workers, its success in minimizing economic disruption, and the flexibility of its labor regulators. For Egypt, the unfolding effects of COVID-19 on front-office BPS may be too early to judge, [...]