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  • How will ‘Brexit’ Impact Talent Acquisition in the U.K.?

    May 03, 2016, by Gary Bragar

    On 23rd June, the people of the U.K. will have the opportunity to vote on whether or not to stay in the European Union (EU). But while the wider political debate surrounding a possible ‘Brexit’ rumbles on, what might be the impact on talent acquisition and the related outsourcing industry?  It’s still unclear what kind of agreement Britain and the EU would negotiate p[...]

  • One Year Check-In with Excelity Global: Diversifying APAC Business to Address Demand for Cloud Payroll

    Apr 22, 2016, by NelsonHall Analyst

    It has been a year since private equity firm Everstone Capital purchased Aon Hewitt’s APAC payroll business. The most obvious change is the rebranding to Excelity Global, but behind the scenes, the company has been working hard to transform its payroll business to meet market demand. At the time of the acquisition, Excelity’s offering was focused solely on a full payroll services mo[...]

  • Chatbots Are Back & Here to Stay

    Apr 19, 2016, by Ivan Kotzev

     2016 can be officially declared the year of the chatbot. For  the last few months the amount of attention from the media,  and from developers and venture capitalists, has turned chatbots from an ordinary customer service tool to a hyped  technology, tipped to replace apps and become the all-  encompassing digital interface  between customers and  brands. A[...]

  • Why Learning at the Front-End of the Employee Life Cycle is Key to Recruitment

    Apr 07, 2016, by Gary Bragar

    At the Spring CLO Conference this week, a good deal of the focus was on learning at the beginning of the employee life cycle to improve quality of hire, increase employee retention, and reduce costs. Xerox presented on the theme of ‘Breaking Out of the Box: Engaging Your Pipeline Candidates Through Learning’, while Raytheon Professional Services (RPS) and K4 Consulting jointly presente[...]

  • Approaches to Global Benefits Market Converge

    Apr 07, 2016, by NelsonHall Analyst

    Over the last few years, the global benefits market has continued to evolve as vendors have launched offerings to address the needs of multinationals. Essentially, there have been two main approaches: Providing global brokerage and consulting services Providing a global technology offering with optional local administration services. The global brokerage and consulting model has been [...]

  • M&A Activity (Part 3): Further Scale and Digital Remain Priorities in 2016

    Mar 31, 2016, by Dominique Raviart

    In December 2015, we published two blogs about M&A activity in the IT services industry in 2015 (here are the links for Part 1 and Part 2). This blog examines M&A activity in IT services in Q1 2016 and sets our expectations for the rest of this year. In short, 2016 started off with a bang, with two very large IT services acquisitions announced in the first [...]

  • How Retail Banks Prioritize Business Processes for Outsourcing

    Mar 30, 2016, by Andy Efstathiou

    In the retail banking BPS market assessment I am currently undertaking, several key trends are emerging regarding which processes are being outsourced and why. Banks do not outsource all processes at once, and selecting the highest priority processes to outsource can be reduced to an analysis of two key dimensions: Margin: where profit margins are highest, usually with new processes or produ[...]

  • The Renaissance of Self-Service: Are CMS Vendors Ready?

    Mar 24, 2016, by Ivan Kotzev

    Self-service has long been part of the customer service mix, dating back to user manuals, and progressing to the first IVRs, website FAQs, and experience sharing communities such as Amazon Help. Even though self-service support has a wide range of benefits and savings for consumers and businesses, its adoption has been slow – due partly to technological limitations, and to a tendency to use [...]

  • ADP Takes Benefits Management Global

    Mar 21, 2016, by Gary Bragar

    At its Meeting of the Minds (MOTM) conference last week, ADP explained its focus on full provision of services, technology, and continuous innovation, and presented recent examples, including delivery of ~10m 1095 forms in the U.S. as part of ACA, deployment of a new ‘user experience’, and the launch of ADP Onboarding. Long-established as a provider of global payroll services, ADP also[...]

  • How Banks are Driving Down the Cost of Operations by Deepening Capital Infrastructure

    Mar 16, 2016, by Andy Efstathiou

    Financial institutions are seeking to deepen their operational capital in order to drive down cost of operations, increasing fixed cost and reducing variable cost (non-linear cost reduction). Here we look at two examples of how institutions are achieving this by partnering with third party operations vendors. Capital Markets Client with Broadridge In this example, Broadridge is providing a p[...]

  • Sopra Steria 18 Months After Merger: Solid Financial Performance - But Still No Leverage of BPS or Offshoring in Continental Europe

    Mar 14, 2016, by Dominique Raviart

    Sopra Steria announced recently its 2015 results (click here for more information on the recent results). The results contained a number of surprises. Our key take-aways from the results are discussed below. Strong Financial Performance in French Operations in Spite of Merger Credit is due to Sopra Steria’s management in managing the rapid turnaround of Steria France in spite of i[...]

  • HCL Increasing BPaaS Emphasis to Target Debt Reduction & Smart Metering Realization in the Utilities Sector

    Mar 14, 2016, by John Willmott

    The utilities sector is an important one for HCL. The company has worked with ~100 utilities and currently has 25 active utilities clients, with its utilities revenue primarily from the U.S., U.K., and Australia. To focus further on this sector, HCL has enhanced its capability to offer end-to-end and BPaaS-based services through a number of partnerships and is now going to market targeting[...]

  • IoT in Manufacturing: It’s Not Just About Efficiency

    Mar 10, 2016, by Mike Smart

    When you imagine how manufacturing companies might be making use of the Internet of Things (IoT), chances are the first image that comes to mind is of factory robots. These and SCADA systems have been providing remote monitoring and management systems for many years, well before the term IoT was coined. And, as you’d expect, manufacturers are integrating IoT-based solutions into their M2M sy[...]

  • Innovation is Key to Increasing Employee Engagement

    Mar 09, 2016, by NelsonHall Analyst

    It’s no secret that employee engagement levels remain low. Gallup found that the number of employees engaged in the U.S. remained at around 32% in 2015 (13% worldwide). Furthermore, over the last five years, employee engagement levels have remained relatively consistent, floating between 29% and 32%. While there are many reasons why employees are disengaged, organizations need to be proac[...]

  • TCS Bringing AI to Software Testing Automation

    Mar 08, 2016, by Dominique Raviart

    TCS recently introduced 360 Degree Assurance (360), an AI-based IP, based on analyzing data gathered from several sources across the IT software development life-cycle. Current use cases cover defect root cause analysis and for test case optimization. 360 follows the introduction last year by TCS Assurance Services Unit (ASU) of NETRA, proprietary IP which helps automate the Dev-to-Ops cycle. N[...]

  • Internet of Things: Connected Vehicle Market Driving Towards $1.5Bn by 2020

    Feb 24, 2016, by Mike Smart

    This is the first in a series of blogs looking at various aspects of the Internet of Things (IoT) market. Here I take a look at the use of IoT in the connected vehicle space, and at the shape of market potential. IoT can be used to build connected vehicle systems to enable: Vehicle-to-vehicle communication so that vehicles can update each other on road conditions, allow vehicles to proper[...]

  • New From Old: How Intelenet is Emerging from the Shadow of Serco

    Feb 19, 2016, by Ivan Kotzev

    At the end of 2015, private equity group Blackstone closed the purchase of Serco’s private sector BPO business for £250m (~$375m), and the company has now rebranded to its original name, Intelenet Global Services. Today, Intelenet employs ~55k staff across 66 delivery centers in eight countries, providing Customer Management Services (CMS), F&A, Knowledge Management, and ITO servic[...]

  • Limiting Input to the Digital Testing Conveyor Belt: IBM Emphasizes Combinatorial Test Design

    Feb 19, 2016, by Dominique Raviart

    IBM Quality Assurance and Testing Services (QA&TS) practice recently briefed NelsonHall on its approach to managing test cases and on reducing the numbers of test case automation, beyond pair-wise testing. Before we jump into the details of IBM QA&TS’ offering, let’s step back for a few moments: software testing remains a very human labor-intensive activity. If we take a man[...]

  • The Truth About Freemium Research

    Feb 18, 2016, by Paul Connolly

    For over a decade, freemium has been the ubiquitous business model for fledgling internet firms and the developers of smartphone apps. Users sign up for free to enable basic features, and are then drawn into subscribing to various levels of premium functionality. More recently, the freemium model has been the subject of considerable attention in the B2B market research space, with some rather extr[...]

  • U.K. RPO Vendors Expand Service Offering, Extend Global Coverage

    Feb 16, 2016, by Gary Bragar

    NelsonHall research shows that the top vendor selection criteria for buyers of RPO services include having a geographic footprint aligned with client geographies, and the ability to scale geographically to meet future needs. Over the last few years U.K.-based vendors in particular have been expanding their RPO and related recruiting and talent offerings globally, via M&As, partnerships and/or [...]

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