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Mar 29, 2019, by Sven Lohse
In this blog, I look at how Sutherland tackled the challenge of health plans maintaining accurate provider data in the state of California.
The challenge: inaccurate health plan data about providers
It’s been difficult for health plans in California to maintain accurate, up-to-date information on the current status of providers in the state. According to outsourcing vendo[...]
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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[...]
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Mar 21, 2019, by Elizabeth Rennie
With the digital economy pushing businesses to pivot and reimagine the way they operate, HR is under considerable pressure to support new business models and shifts in strategic direction. Further, the workplace and the way we work is rapidly evolving, adding to the complexities and challenges HR must navigate to compete for today's top talent. As a result, organizations of[...]
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Mar 12, 2019, by Dominique Raviart
NelsonHall has commented several times on how vendors have been introducing AI into their QA/software testing activities; for example, to enhance defect analysis and prediction.
We have talked less about the use of RPA because it did not seem to bring much innovation on top of what testing software products already offer. Testing software products have been around for over 20 year[...]
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Mar 05, 2019, by John Willmott
Finance & accounting is at the forefront of the application of RPA, with organizations attracted by its high volumes of transactional activity. Consequently, activities such as the movement and matching of data within purchase-to-pay have been a frequent start-point for organizational automation initiatives.
Organizations starting on RPA are initially faced with the challenges of understand[...]
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Mar 04, 2019, by John Willmott
Last week, AntWorks provided analysts with a first preview of its new product ANTstein SQUARE, to be officially launched on May 3.
AntWorks’strategy is based on developing full stack intelligent automation, built for modular consumption, and the company’s focus in 2019 is on:
BOT productivity, defined as data harvesting plus intelligent RPA
Verticalization.
In particula[...]
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Mar 01, 2019, by Rachael Stormonth
It is a decade since Thierry Breton assumed the mantle of CEO and Chairman at Atos, his arrival marking the end of a troubled period for the company. In that time, the company has improved its profitability (when he arrived, its operating margin was just 4.8% and all service lines were experiencing a deterioration in profitability, so his ambition of a double-digit margin seemed ambitious). Al[...]
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Feb 26, 2019, by Sven Lohse
NelsonHall recently attended HIMSS19 in Orlando, Florida, the largest healthcare IT conference in the world, with over 45K delegates attending and 1.3K vendors in the exhibition. Here are three highlights from the many conversations we had about the state of the healthcare industry.
Obstacles to improving CX
The conversation about “consumer experience” in healthcare organizat[...]
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Feb 22, 2019, by Dominique Raviart
NelsonHall continues to examine the AI activities of major testing service vendors. In the past 18 months, many testing service vendors have expanded their AI capabilities around analytics, making sense of the wealth of data in production logs, defect-related applications, development tools, and in streamed social data.
We recently talked with Expleo with regard to its AI-related [...]
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Feb 21, 2019, by Sven Lohse
The healthcare revenue cycle management (RCM) BPS market is becoming technically more advanced as vendors experiment with RPA to drive greater efficiency and productivity, and to improve competitive positioning. Here I look at one such vendor, Access Healthcare, and the lessons they have learned from their own RPA initiatives.
Access Healthcare generates ~$145m in revenue delivering RCM BPS[...]
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Feb 19, 2019, by Andy Efstathiou
I recently attended the official opening of Infosys’ design center in Providence, Rhode Island. In 2017, Infosys committed to hire 10k workers in the U.S. by 2022. Part of that commitment is a plan to open six training and delivery centers across the U.S. intended to provide benefits including:
Partnering with local colleges who have specific capabilities such as des[...]
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Feb 14, 2019, by Dominique Raviart
NelsonHall continues to explore how cognitive is reshaping software testing services, and here I look at how Amdocs is automating chatbot testing.
The market is shifting from continuous testing to cognitive
Over the last year, for many testing services providers, the focus evolved from creating continuous testing platforms (in the context of agile and DevOps adoption), to incor[...]
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Feb 01, 2019, by Elizabeth Rennie
This past week I had the opportunity to attend ADP rethink, its global HCM client event in Berlin, where the theme was "Transforming the Way the World Works." With many organizations undergoing massive change and transformation brought on by digitalization, the selection of Berlin as the backdrop seemed fitting given the deep history and massive change the city has experien[...]
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Jan 31, 2019, by Andy Efstathiou
The banking industry cycle has turned towards austerity for 2019 as indicated by recent events, including:
Labor cost cutting: State Street announced 1.5k executive layoffs, and Santander will close 20% of its bank branches in the U.K. Both are part of long-term trends incurred by automation and the shift to omni-channel delivery
M&A activity: Cost pressure is driv[...]
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Jan 24, 2019, by NelsonHall Analyst
Today’s announcement from Blue Prism covers new product capabilities, new service and design support services, and a new go-to-market framework that underscores the importance of automation as a means to enable legacy organizations to compete with 'born-digital' startups. Blue Prism’s announcement is equal parts perspective, product, and process. Let’s exami[...]
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Jan 22, 2019, by NelsonHall Analyst
IBM recently announced the first ‘commercial-ready’ quantum computer, the 20-qubit Q System One. The date is certainly worth recording in the annals of computing history. But, in much the same way that mainframes, micros, and PCs all began with an ‘iron launch’ and then required a long pragmatic use case maturity curve, so too will this initial offering from I[...]
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Jan 17, 2019, by Dominique Raviart
In a recent meeting with NIIT Technologies, we discussed how its Data & Analytics offering has been adapting, with a focus on developments around big data and AI. Here are the main talking points.
Overcoming tool fragmentation
One priority has been NIIT Tech’s Xpress Suite, one of Data & Analytics’ most popular offerings, which seeks to overcome the fragment[...]
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Jan 15, 2019, by John Willmott
Platforms have been increasingly important in B2C digital transformation in recent years and have been used to disintermediate and create a whole raft of well-known consumer business opportunities. B2B platforms have been less evident during this period outside the obvious ecosystems built up in the IT arena by the major cloud and software companies. However, with blockchain now emer[...]
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Jan 08, 2019, by NelsonHall Analyst
Yesterday morning, DXC announced its intended acquisition of Luxoft in an all cash transaction of $59 per share, around $2bn. This represents a 48% premium over Luxoft’s average closing share price over the previous ninety days (and ~86% premium on Friday’s closing price). The deal is expected to close by end June 2019.
In recent years DXC (including as CSC) has made a number of[...]
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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.[...]