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NelsonHall Blog

  • HCL Technologies – Automotive, Autonomics & Partnerships Key Elements of its Future Growth

    Oct 04, 2016, by Rachael Stormonth

    HCL Technologies’ (HCL) twitter hashtag for its recent adviser and analyst event in Sweden was #HCLBigLeap, which led us to expect to hear some big news items. The jam-packed sessions did provide an overview of many recent and current developments – but the big news item was finally disclosed in an individual blog the following day (more of which later). We heard from many clients a[...]

  • 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’[...]

  • ADP Improves the Candidate Experience for Follett Corporation

    Sep 26, 2016, by Gary Bragar

      ADP’s recent annual Analyst Day was held at its new Innovation Lab in Pasadena, California, with CEO Carlos Rodriquez and others articulating ADP’s strategy and vision for its clients. Top of Rodriquez’s list of priorities was the ability to meet the global talent needs of clients, the importance of which was underscored by several client presentations, including on[...]

  • Gen 2.0 Customer Analytics in Banking: IBM Operationalizes its Capabilities

    Sep 23, 2016, by Andy Efstathiou

    NelsonHall attended the IBM Forum for Financial Services event in New York this past week, which focused on how bank customers are using IBM’s cognitive offerings. IBM has been investing heavily in services and technologies to enable deeper insight into financial institutions’ customers, starting 18 months ago with the development of Watson-based analytic assets. IBM’s the[...]

  • SE2 Eyes Growth through Platform Enhancement & Life Insurance Market Expansion

    Sep 21, 2016, by NelsonHall Analyst

      At SE2’s Partnership Forum in Boston last week, the main theme was ‘FutureProof’, and specifically how to prepare and guard your company from regulatory and operational uncertainties. In effect, the life and annuities insurance BPS vendor is future proofing itself by investing heavily in its infrastructure, middleware, and platform capabilities to address its own fu[...]

  • A Closer Look at Benefits Administration in H1 2016: Part 2

    Sep 19, 2016, by NelsonHall Analyst

    NelsonHall’s Targeting Benefits Administration Services market analysis report, which will be published later this month, finds that the top driver for organizations outsourcing benefits administration is to improve the participant experience. Accordingly, both retirement and health & welfare (H&W) services vendors have been investing heavily in their respective areas to enhance [...]

  • CSS Corp’s Enterprise Product Lifecycle Support: Integrating CX with Product Development

    Sep 15, 2016, by Ivan Kotzev

    The explosion of connected devices and IoT products promises a greater volume of technical support interactions and increased customer demand for proactive and always-on assistance through the lifecycle of a product. In turn, these requirements force customer experience (CX) providers to be involved with the product manufacturers at new levels, participating in development and testing, sales g[...]

  • IBM Reinvigorating Its Enterprise Application Services by Developing Watson-Enabled Industry Solutions

    Sep 14, 2016, by David McIntire

    Unsurprisingly, given its investment in, and focus on, Watson, IBM declared at a recent Alliances Analyst Day that 2016 is 'the year of cognitive'. The intent of the meeting was to look broadly at how IBM is working with its key alliance partners, including SAP, Oracle, and Microsoft, and it is clear that IBM’s focus is on incorporating cognitive capabilities and broadening th[...]

  • A Closer Look at Benefits Administration in H1 2016: Part 1

    Sep 13, 2016, by NelsonHall Analyst

    In this, the first of three blogs on the current benefits administration outsourcing market, I take a brief look at what’s been happening in H1 2016. Benefits administration accounted for ~40% of HRO contract activity in the first half of 2016, with a heavy emphasis on renewals and contract extensions. Approximately 90% of contracts were from private sector organizations, with a stron[...]

  • 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[...]

  • How the Smart Energy IoT Market is Hotting Up

    Sep 08, 2016, by Mike Smart

      NelsonHall estimates the Smart Energy IoT outsourcing market to be worth ~$260m in 2016, sitting third behind the Connected Car and Smart Manufacturing IoT markets. Smart Energy is of major importance, with government policy around the world strongly influencing its widespread adoption, and here I take a brief look at the background of the Smart Energy IoT market, and at some of the [...]

  • Allegis Global Solutions Launches Fast-Deployment MSP Offering for the Mid-Market

    Sep 07, 2016, by Gary Bragar

      Mid-market adoption of Managed Service Provider (MSP) programs is seeing high growth driven by the increasing need to manage costs, along with greater uptake of the direct hire MSP model (which is more common in mid-market organizations where there is a limited need to use specialist agencies). Here I take a brief look at the launch of a new mid-market MSP offering from Allegis Globa[...]

  • Adventures in Blockchain Technology in the Banking Industry: Cognizant’s Experience

    Sep 05, 2016, by Andy Efstathiou

    I attended Cognizant’s biannual analyst event in New York recently and spoke with their head of blockchain consulting. Cognizant has been investing heavily in services and technologies to enable the digital enterprise, including the blockchain technology stack. Eighteen months ago, Cognizant began developing blockchain assets based on various open source frameworks, and today they have o[...]

  • NelsonHall Launches Seven NEAT Vendor Evaluations in Summer 2016 as Support for Sourcing Buyers Continues Apace

    Sep 02, 2016, by Paul Connolly

    A bumper summer for NEAT vendor evaluation projects across HRO, Insurance BPS, Banking BPS, CMS, and IT Services. Plus news of NelsonHall's Buyer Intelligence Group. Many businesses experience a lull during holiday season, but for NelsonHall, summer 2016 has been non-stop, with the release of seven NelsonHall Vendor Evaluation & Assessment Tool (NEAT) projects in June, July, and August.[...]

  • IBM Exemplifies the Benefits of Employer Branding with Strong Client Results

    Aug 24, 2016, by Gary Bragar

      Employer branding has become an integral component of an effective talent strategy. It is synonymous with a company’s reputation as an employer, portraying the image of what the company is like to work for. The purpose of properly conveying and clearly communicating an employer’s brand is essential to attract, engage, develop, and retain the best talent for an organizatio[...]

  • Passbrains Expands Crowdtesting Offering to User Experience/UX

    Aug 23, 2016, by Dominique Raviart

    To most non-testing experts, software testing services are a dull but necessary activity, whose main driver for growth has been the creation of testing factories in India. And yes, there is a significant element of this. At NelsonHall, we continue to be surprised by software testing service providers’ ever expanding service portfolio, the level of investment in proprietary accelerators t[...]

  • Teleperformance Forays into Interpretation Business with $1.5bn Acquisition

    Aug 23, 2016, by Ivan Kotzev

    On 22nd August, Teleperformance announced the acquisition of interpretation services provider LanguageLine Solutions (LLS) for $1.52bn. LanguageLine was founded in 1982 and is headquartered in Monterey, California. In 2015 it had revenues of $388m and adjusted EBITDA of $147m, and the company is expected have revenues of between $400m and $450m in 2016. It has ~8k interpreters, 92% of whom&[...]

  • Channel Shift, Analytics & Balancing the Workforce: Initiatives at Convergys Bangalore

    Aug 22, 2016, by Vicki Jenkins

    NelsonHall recently visited Convergys’ contact center in Bangalore to learn more about its operations, and here I reflect briefly on three areas: The center’s ongoing channel shift to webchat An interesting development in the center’s analytics work An initiative to hire more women in an effort to have a more balanced workforce. Background Convergys Bangalor[...]

  • Tech Mahindra Accelerates into IoT Performance Testing for Connected Cars

    Aug 16, 2016, by Dominique Raviart

    NelsonHall has reported previously on how Tech Mahindra is developing its performance engineering capabilities through its Tech Mahindra Performance Engineering (TMPE) practice. TMPE has transitioned its services portfolio from performance testing initially to performance engineering, shift-left, and production (see here), helping client organizations to take performance into account at the so[...]

  • Capgemini: Seeking to Reduce Friction and Accelerate Clients’ Speed to Value

    Aug 05, 2016, by David McIntire

    The digital economy is significantly increasing expectations for speed of delivery as organizations strive to compete with agile, digital-native competitors.  In response, IT service providers and their clients are shifting to a continuous delivery approach that incorporates design thinking, agile application development & test, and DevOps – all connected and aligned with the desire[...]

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