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NelsonHall Blog

  • Going Digital & The Shape of Customer Service in 2020

    Dec 22, 2015, by Vicki Jenkins

    I recently presented at the CCA’s annual Convention in Glasgow, Scotland. One of the key themes was ‘The Digital Game’, with sessions examining how organizations are responding to demand for digital customer services as part of the ongoing transition from call to contact centers. The future of customer engagement was illustrated using examples of newer channel usage, including vi[...]

  • Innovation Key to RPO Client Satisfaction & Vendor Differentiation

    Dec 21, 2015, by Gary Bragar

    In NelsonHall’s 2015 RPO Market Analysis report, innovation was identified as a key vendor selection criterion. RPO clients are increasingly seeking vendors who will continually introduce new ideas and recommend new services, with continuous process improvement. However, in our parallel RPO NEAT vendor evaluation study, when we interviewed clients of 15 leading RPO vendors, ‘innovat[...]

  • Minacs’ CRM Ecosystem: Getting Closer to the Customer with ALT CRM

    Dec 18, 2015, by Ivan Kotzev

    Since the first customer and marketing databases in the 80s, to the fully-fledged CRM platforms of the 90s, to the cloud-based CRMs of the 00s and the Social CRM of the 2010s, CRM platforms have had the same goal and challenge – to successfully match customers with companies. With the proliferation of more channels, and changing customer expectations for effortless and real-time interaction,[...]

  • Enhancing Social Customer Experience with AegisLISA

    Dec 17, 2015, by Ivan Kotzev

    Over the last few years, social media has gradually achieved a small, but highly significant place within customer care and sales channels. CMS providers jumped to provide solutions as early as 2010-2011, but not until recently have these solutions reached a maturity level that has enabled them to go beyond simple monitoring of comments, posts and tweets. Aegis developed its proprietary social [...]

  • Workday HCM Growth Forges Expanded Partnerships with HRO Providers

    Dec 11, 2015, by Gary Bragar

    Workday’s latest announcement of its expanded partnership with ADP focuses on a combination of technology and service; MNCs on Workday can now include ADP’s global payroll offering within one user experience. Through the partnership: MNCs can use ADP’s global payroll functionality from within Workday's user interface in one process for managing their glob[...]

  • Robotics - Making Continuous Improvement Realizable

    Dec 04, 2015, by John Willmott

    There is currently a huge amount of hype around use of automation in BPO, and many commentators seem to forget that the early BPO contracts were often driven by organizations with inadequate/creaking legacy IT systems using BPO as an enabler to combine replacement of legacy systems with an operations and process improvement layer. These early transformations were also frequently seen by both cl[...]

  • Add AI & IoT to Achieve Service Transformation

    Dec 04, 2015, by John Willmott

    In this, the third and final blog in this series on BPO automation, I take a look at where the BPO market currently stands and where it’s going next. Well, the use of workflow and platforms to surround and supplement the client’s core systems has been well-established for a period of years. BPO has worked relatively well in these environments. The vendors largely have process models[...]

  • Robotics & BPaaS Must Evolve to Take BPO Automation to the Next Level

    Dec 04, 2015, by John Willmott

    In my previous blog on automation in BPO, I argued that, despite all the hype, the current implementation of robotics process automation (RPA) is little more than a labor arbitrage play, enabling the business to run with increased efficiency using existing technology and offshoring frameworks. So where does automation in BPO go from here? RPA is essentially execution of repeatable, rule-based t[...]

  • Wealth Management Regulations Will Drive U.S. BPS Service Changes

    Dec 03, 2015, by Andy Efstathiou

    In Q2 2015, the U.S. Department of Labor issued a notice of proposed rulemaking, changing the definition of who can be considered a fiduciary to a retirement account or plan. The rule, which is currently in a comment period and should be implemented by Q2 2016, extends fiduciary responsibility to advisors, many of whom are currently under a less strict suitability standard of care. The U.S. govern[...]

  • The Edge of Tomorrow: Automation, AI & IoT in the Contact Center

    Dec 02, 2015, by Ivan Kotzev

    The future of contact centers is in automation, self-learning AI, support for IoT, and engaging customers and agents at a new level. These were the major themes at the fourth annual Customer Engagement Summit in London on November 26th. Close to 700 delegates and 60 speakers met to compare notes and listen to success stories in robotics implementations, results driven by analytics, and connecting [...]

  • HRO: 2015 Highlights & the Shape of Things to Come

    Nov 30, 2015, by NelsonHall Analyst

    As the year winds down, it’s a good time to reflect on the significant activities in the HRO market in 2015 and consider the likely shape of things to come in 2016. Overall, HRO contract activity is up ~11% y/y in 2015.  Renewals and contract extensions account for 25% of that activity, vendor changes ~20%, and new deals 55%. Regional and global multi-country contracts continued[...]

  • NGA HR’s New Capital Structure Strengthens Ability to Achieve Growth Plans

    Nov 24, 2015, by Gary Bragar

    Last week, Northgate Information Solutions, the holding company of NGA HR, announced that it has reached agreement with its shareholders and lenders regarding a new capital structure to reduce its debt and enable a faster path to growth. The new structure includes full debt-for-equity swap of the subordinated debt, and full pay down of existing senior debt (using the proceeds from the Northgate Pu[...]

  • HPE: Digitizing F&A BPS to Realize Profit Maximization

    Nov 24, 2015, by John Willmott

    NelsonHall recently attended the Hewlett Packard Enterprise (HPE) “Empowering the Customer to Win in the Digital Age” event hosted by HPE BPS. The theme was strongly around digital and empowering organizations to own the (increasingly digital) interface between customers, suppliers, and employees. In support of this theme HPE is investing heavily in automation, both in its own platform[...]

  • Sutherland Labs: Getting Under the Skin of Customer Behavior

    Nov 18, 2015, by Ivan Kotzev

    Minutes away from London’s Covent Garden, housed in a five-storey converted banana warehouse, is Sutherland Customer Experience Labs. This is an independent creative agency with its own P&L, offering customer experience mapping, idea generation and solution testing to Sutherland Global Services. However, three quarters of its business comes from external clients: delivering design and cu[...]

  • Worldline's Equens Acquisition Set to Change the Face of European Payments Market

    Nov 17, 2015, by Andy Efstathiou

    Payments processor Worldline has agreed to acquire Equens for cash and stock in a multi-part transaction expected to close in Q2 2016, with both parties claiming this to be a transformational deal. Here we take a look at the details of the deal and assess the impact it will have on the European payments market. Criteria for success in payments processing The payment processing industry is a [...]

  • The New CSC Targeting Topline Growth Within 3 Years: Is Organic Growth Possible?

    Nov 17, 2015, by Dominique Raviart

    CSC has just laid out the financial targets of the standalone business which will retain the CSC moniker when the U.S federal company, CRSA, breaks off.  As well as CSC’s global commercial business, it includes non-U.S. public sector businesses (~$700m revenues in FY15). In its FY15 (ending March 31, 2015) this part of CSC achieved revenues of $8.1bn, and an adjusted operating margin[...]

  • Who Needs to Enhance Their BFSI Capability Most - Capita or CSC? Possible Bidding War for Xchanging, and a Third Bidder Enters the Fray...

    Nov 15, 2015, by Rachael Stormonth

    Will CSC invest nearly $1.2bn in M&A in the space of a few months? Or will Capita progress with a bidding war? CSC has sent a letter to the Xchanging board outlining its interest in making a cash offer of 170p per share for Xchanging stock. This would constitute a premium of 6.3% over Capita’s October 14 offer of 160p per share. CSC’s offer is dependent on Xchanging not [...]

  • Employer Branding: An Essential Talent Management Strategy

    Nov 05, 2015, by Gary Bragar

    Employer branding has become an integral component of an effective talent strategy. It’s 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 your organization. B[...]

  • Sitel Under Groupe Acticall: Synergies, Sector Diversity & Capital Spending Plans

    Nov 05, 2015, by Vicki Jenkins

    Sitel celebrates its 30th anniversary in a year in which it was acquired by French-based Groupe Acticall, whose controlling shareholder Creadev is the entrepreneurial investment arm of the Mulliez family. Sitel had been looking for an investor for more than a year, while the Mulliez family was planning to build a global platform and saw Sitel as an opportunity to fulfill that goal. At its recent a[...]

  • Capital Markets Firms Look to BPS for Re-platforming, Improving Data Management & Analytics

    Nov 03, 2015, by Andy Efstathiou

    The major capital markets custodian firms recently reported Q3 2015 financials. The custodians provide critical operations support to global capital markets, and their performance provides an early warning measure of the state of the capital markets industry in general. Here we look at the performance indicators for BNY Mellon, State Street, and Northern Trust, reflect on the implications for the [...]

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