Since its creation, the software testing services industry has focused on regression testing, i.e., ensuring that previously developed software still runs after a new build. Regression testing is the core of all QA activities and has been widely adopted as part of multi-year managed services contracts. The financial services industry, with its extensive application estates updated by[...]

On December 15, 2021, Kyndryl and Viewpointe announced a cloud migration, modernization and management contract. The engagement provides insight for BFS executives into how banking services operations vendors are moving to the cloud to simplify operational delivery and enable business model change to expand and improve their business.    Current state Viewpointe provides conte[...]

  Wipro acquired Capco six months ago, and is Wipro’s largest ever acquisition which, if successful, should enable it to compete with tier-one technology and management consulting firms in large-scale, domain critical, transformation projects with financial institutions. However, successful unions are not created at the strategic level, but with disciplined execution that driv[...]

  This week, Concentrix announced its agreement to acquire PK, a U.S. CX design engineering firm, for ~$1.6bn from PE Carlyle Group. PK will add significant scale and IT capabilities in CX transformation and will enhance Concentrix’s play in the fast-growing intersection of cloud technology, automation and analytics assets, and digital customer journeys. Digital and human asse[...]

  The payments industry has been transforming away from physical payments and electronic closed networks into an open network, all-digital payment ecosystem, and the pandemic has accelerated this shift. From the consumer’s perspective, this has been characterized by: A move to e-commerce and m-commerce, away from brick-and-mortar commerce Aggressively reduced use of tradi[...]

  Humble beginnings Tech Mahindra and Vodafone New Zealand began their partnership in 2017 with a proof of concept for leveraging RPA in billing for one customer segment. Following its success, it evolved to a complete revamp of the telecom’s CX operating model using automation. The two companies created a shared team to discover, perform RPA feasibility checks, justify, an[...]

  As the pandemic normalizes across day-to-day life, NelsonHall expects HR service delivery to adapt to a whole new set of challenges, both through legislation and HR best practices. The convergence of three key themes are likely to see new HR solutions being developed: staff welfare and resilience, operational efficiency, and automation. Staff Welfare and Resilience Pre-COVI[...]

  We recently spoke with Infosys on its sustainability strategy, where its philosophy is to ensure its business, clients' businesses, and ecosystems are all sustainable. It approaches sustainability at the enterprise level across Environment, Social, and Governance (ESG) dimensions. Infosys started its sustainability journey in 2008 and says it became carbon neutral in 2020, som[...]

  Environmental, Social, and Corporate Governance (ESG) is a popular topic of conversation and one that most corporations claim to be actively pursuing. The financial industry is particularly active in ESG, and here I look briefly at what is being done to support ESG initiatives by IT services and BPS vendors who support financial institutions’ operations.  How vendors he[...]

This past week I had the privilege of attending isolved’s Connect annual user conference at the Diplomat Beach Resort in Hollywood, Florida. The event marked a few firsts for me personally: my first time attending isolved Connect and the first time I have traveled for an in-person event in 18 months. It was great to get back to meeting and connecting with vendors and buyers face to face [...]

  Earlier this summer, I spoke with Birendra Sen, Business Leader, Tech Mahindra Business Process Services, on the building blocks of customer experience transformation and lessons from the pandemic. What are the main customer experience objectives for companies in 2021 and 2022? Birendra Sen: The pandemic caused almost a reset of customer experience objectives for brands. It acc[...]

  We recently spoke with Qualitest, the world’s largest QA pure-play. The company is in investment mode to accelerate its growth, backed by its majority owner, PE firm Bridgepoint. The company has added Cognizant leaders to its executive team (CEO, CMO, and India MD positions) with the intention of reaching $1bn in revenues in the next five years. In support of this drive to a[...]

  The world of OT has been consulting-centric in recent years. Although their focus on digital manufacturing and IoT opportunities has intensified, enterprises have typically engaged their IT services partners mostly for use case identification, PoCs and pilot projects. Large-scale build projects have been uncommon. But the pandemic has put digital manufacturing firmly at the top of[...]

  Digital startup banks are built on FinTech functionality to deliver financial services in an omnichannel environment. There are two types of FinTechs: B2B businesses that have a proprietary platform to deliver service to clients, and B2C businesses that provide clients with an all-digital banking experience. WNS: expanded focus on B2C FinTechs While WNS supports B2B and B2C, it[...]

  2020 triggered multiple large-scale engagements between public sector bodies and CX services providers, with contract activity growing 12.5% year-over-year to reach $4.7bn globally this year (NelsonHall estimate). Outsourcing companies provided healthcare information lines, patient track and trace, unemployment and social benefits hotlines, and loan administration for national, regio[...]

  In 2020, the U.S. healthcare payer BPS market saw accelerated growth in the adoption and design of digital solutions across all functional areas. The acceleration is driven mainly by consumer demand for an "Amazon" experience from their health plans and providers, to know the cost of care for associated benefit plans to assist in plan selection or inform decisions about ele[...]

  This past week, CloudPay announced the launch of CloudPay NOW, its latest offering focused on modernizing the way workers are paid globally. The employer-integrated Earned Wage Access (EWA) solution is a key addition to CloudPay’s offering that pairs its unified database and technology-enabled operating model, with its deep global treasury capability to offer one of the most[...]

  As the world begins its slow emergence from the pandemic, cloud adoption is seeing its already rapid growth accelerate. NelsonHall forecasts overall cloud services to grow by 8% in 2021, with a CAAGR of 5.9% through 2025, both significantly higher than overall IT services market growth of 2.7% in 2021 and 3.6% through 2025.  This forecast cloud growth also doesn’t refle[...]

  From wine to pharmacy sales, gamification is quickly becoming a tool for marketers to attract and retain customers in a subscription economy. Yet at its core, gamification is a leading method to teach, retrain, and engage employees. We recently spoke with Teleperformance about their gamification practice and the benefits of implementing comprehensive game-based learning. Game-base[...]

  Capgemini is aiming for low or no maintenance and support fees as part of its ADM offering. Depending on its level of responsibility for development activities, the company commits to reducing maintenance and support activities and is, therefore, making a bold statement unheard of in the IT industry. To achieve such high aspirations, the company believes Sogeti's application t[...]