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Retail

Insightful analysis of Retail. The Retail program provides an overview of BPO markets with a focus on market development and market forecasting by industry and service line. It provides timely identification of changes in market opportunity and service delivery mechanisms.

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Contracts Database

for Retail

Track the pattern of service adoption by monitoring Retail contract awards by your peers. Identify who are the successful vendors this industry now. Updated monthly!

These documents are available to logged in clients that have purchased access to this program.

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featured market analyses
in Retail:

  • Business Process Services in the Retail Sector: 2016

    Oct 20, 2016 | Market Analysis by John Willmott

    NelsonHall’s “Business Process Services in the Retail Sector: 2016” 63-page report is based on global interviewing of senior executives across the retail sector in four geographies: U.S., U.K., Continental Europe, and Asia Pacific. In particular, the report analyzes the principal business issues faced by retail firms over the p [...]

    Table of contents:

    • Introduction
    • Objectives
    • Methodology
    • Structure of the Report
    • Executive Summary
    • Enhancing e-Commerce Capability & Speed-to-Market Remain Major Business Issues for Retail Firms
    • Retail Firms Aim to Generate New Revenue Streams while Automating Back-Office Operations to Improve Fulfillment and Enhance the Customer Experience
    • Retail Sector Forecasts 4.5% Increase in BPS Spend
    • Standalone BPaaS Adoption Strongly Favored by Retail Sector over Next Three Years
    • Market Forecast
    • Retail BPS Market Forecast
    • BPS Vendor Shares: Retail
    • Key Business Issues & Initiatives
    • Key Business Issues
    • Operational Initiatives Planned
    • Operations Enhancements Planned
    • Operations Satisfaction & Pain Points
    • Process Suitability to Support Future Business
    • Process Pain Points
    • Satisfaction with, and Attitudes to, BPS
    • Satisfaction with Delivery of BPS Services
    • Attitudes to Vendor Approaches
    • BPS Service Improvement Requirements
    • BPS Adoption by Model Type
    • BPS Purchasing & Spend Intentions
    • Forecast Shifts in Sourcing
    • Planned BPS Adoption by Process
    • BPS Spend Growth & Productivity Improvements Sought
    • Changing Contractual Approaches
    • BPS Pricing Mechanism Trends
    • BPS Contract Length Trends
    view this reportdownload abstract

  • BPO Opportunities in the Logistics Sector: 2015

    May 20, 2015 | Market Analysis by John Willmott

    NelsonHall's "BPO Opportunities in the Logistics Sector: 2015" is a comprehensive market analysis report designed for sourcing managers investigating sourcing developments within BPO in the logistics sector. The report analyzes the BPO opportunities in 2015 based on the perspectives of executives in these sectors, and consists of 53 pages. [...]

    Table of contents:

    • Introduction
    • Objectives
    • Methodology
    • Structure of the Report
    • Executive Summary
    • Logistics Companies Express Moderate Satisfaction with Existing Shared Service Centers
    • Logistics Companies Need to Change Their Delivery Location Mix
    • Sourcing Strategies within Logistics Companies Shifting in Favor of BPO
    • Market Forecast
    • Key Business Issues & Initiatives
    • Key Business Issues & Operational Outcomes Sought
    • Levels of Cost Reduction Sought
    • Customer Experience Improvement Initiatives
    • Emerging Market Initiatives
    • Shared Service Centers Initiatives
    • Current Shared Service Center Implementation
    • Satisfaction with Shared Service Centres
    • Shared Service Center Initiatives
    • Sourcing Strategy & Use of BPO
    • Shifts in Sourcing Strategy
    • Delivery Mix Suitability & Initiatives
    • BPO Purchasing Intentions
    • Satisfaction with BPO Services
    • Key BPO Service Provider Initiatives Sought
    • BPO Expenditure and Purchasing Intentions
    • Changes in Business Metrics Sought
    view this reportdownload abstract

  • BPO Opportunities in Retail, CPG and High-Tech: 2015

    May 18, 2015 | Market Analysis by John Willmott

    NelsonHall's "BPO Opportunities in Retail, CPG & High-Tech: 2015" is a comprehensive market analysis report designed for sourcing managers investigating sourcing developments within BPO in the retail, CPG, and high-tech sectors. The report analyzes the BPO opportunities in 2015 based on the perspectives of executives in these sectors, and consi [...]

    Table of contents:

    • Introduction
    • Objectives
    • Methodology
    • Structure of the Report
    • Executive Summary
    • High Tech Sector Industry-Specific Outsourcing Opportunities in Warranty Administration
    • CPG Sector Industry-Specific Outsourcing Opportunities in Promotions Administration
    • Retail Sector Industry-Specific Outsourcing Opportunities in Supply Chain Administration
    • BPO Service Providers Need to Emphasize Process Consulting Capability & Demonstrate Vision of the Future for End-to-End Processes
    • Market Forecast
    • Key Business Issues & Initiatives
    • Key Business Issues
    • Levels of Cost Reduction Sought
    • Customer Experience Improvement Initiatives
    • Emerging Market Initiatives
    • Shared Service Centers
    • Current Shared Service Center Implementation
    • Satisfaction with Shared Service Centers
    • Shared Service Center Initiatives
    • Sourcing Strategy & Use of BPO
    • Shifts in Sourcing Strategy
    • Delivery Mix Suitability & Initiatives
    • BPO Purchasing Intentions
    • Satisfaction with BPO Services
    • Key BPO Service Provider Initiatives Sought
    • BPO Expenditure and Purchasing Intentions
    • Changes in Business Metrics Sought
    view this reportdownload abstract
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NelsonHall's Self-Service Forecast Tool

This new tool is aimed at assisting executives in accessing the precise market size, growth, and vendor share information they require rapidly and cost-effectively, in support of more-informed decision-making.

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Market forecasts:

  • Global BPS Market Forecast: 2017 - 2021

    May 12, 2017 | Market Forecast by John Willmott

    NelsonHall's "BPS Market Forecast: 2017-2021" consists of 305 pages. It is a comprehensive forecast of the BPS sector and is complemented by NelsonHall's self-service forecasting facility which enables users to download forecasts and vendor shares tailored to their needs across any combination of  81 BPS service lines, 39 geo [...]
    view this reportdownload abstract

  • Global BPS Market Forecast: 2016 - 2020 Version 1.1

    Jun 02, 2016 | Market Forecast by John Willmott

    NelsonHall's "BPS Market Forecast: 2016-2020" consists of 307 pages. It is a comprehensive forecast of the BPS sector and is complemented by NelsonHall's self-service forecasting facility which enables users to download forecasts and vendor shares tailored to their needs across any combination of 81 BPS service lines, 39  [...]
    view this reportdownload abstract

  • Global BPO Market Forecast: 2015 - 2019

    Nov 11, 2015 | Market Forecast by John Willmott

    NelsonHall's "BPO Market Forecast: 2015-2019" consists of 256 pages. It is a comprehensive forecast of the BPO sector and is complemented by NelsonHall's self-service forecasting facility which enables users to download forecasts and vendor shares tailored to their needs across any combination of 80 BPO service lines, 40 geog [...]
    view this reportdownload abstract
browse all forecasts

featured blog posts on
Retail:

  • BPO Becomes More Strategic in 2014

    Jan 01, 2014, by John Willmott

    BPO becoming more strategic is a major theme among the major BPO trends for 2014. The latter includes: 1. BPO will increasingly contribute to the “C-level” vision and not just fine tune operations 2. BPO will increasingly morph into “business services” 3. [...]

    read post

  • Operational Vision Supplants IT Vision with BPO 5.0

    Jan 01, 2014, by John Willmott

    The increasing expectation of buy-side organizations that the prime role of BPO is to help them deliver a transformed approach to business and become “more relevant to their clients” is having a significant impact on the profile of skills required within BPO delivery. Organizations are n[...]

    read post

  • Wipro Q2 FY 2014 Results: Signs of Progress

    Oct 22, 2013, by Rachael Stormonth

    Wipro published its Q2 FY 2014 results today: full details are available to NelsonHall database or Key Vendor Assessment program subscribers here http://research.nelson-hall.com/search/?avpage-views=article&searchid=3481&id=201189&fv=2. There are some clear positives in Wipr[...]

    read post
view all blog posts

latest blog posts on
Retail:

  • Retail, CPG, & High-Tech Companies Shifting Sourcing in Favor of BPO to Restructure Service Delivery Models

    May 26, 2015, by John Willmott

    While organizations across retail, consumer goods and, in particular high-tech, continue to face cost pressure, their attention is increasingly moving to addressing their competitive positioning and innovation in product development, particularly to meet the needs of developing economies. Indee[...]

    read post

  • Evolution of Outsourced Social Media Services at Sitel

    Jun 12, 2014, by NelsonHall Analyst

    Facebook, twitter, Instagram, Google+, the list goes on . . .  the need for both B2C and B2B enterprises to establish and foster a social presence has evolved from a nice to have to an essential capability . . . yaaawn! We’ve heard this so many times that we are at risk of ignoring it, li[...]

    read post

  • BPO Becomes More Strategic in 2014

    Jan 01, 2014, by John Willmott

    BPO becoming more strategic is a major theme among the major BPO trends for 2014. The latter includes: 1. BPO will increasingly contribute to the “C-level” vision and not just fine tune operations 2. BPO will increasingly morph into “business services” 3. [...]

    read post

  • Operational Vision Supplants IT Vision with BPO 5.0

    Jan 01, 2014, by John Willmott

    The increasing expectation of buy-side organizations that the prime role of BPO is to help them deliver a transformed approach to business and become “more relevant to their clients” is having a significant impact on the profile of skills required within BPO delivery. Organizations are n[...]

    read post

  • Wipro Q2 FY 2014 Results: Signs of Progress

    Oct 22, 2013, by Rachael Stormonth

    Wipro published its Q2 FY 2014 results today: full details are available to NelsonHall database or Key Vendor Assessment program subscribers here http://research.nelson-hall.com/search/?avpage-views=article&searchid=3481&id=201189&fv=2. There are some clear positives in Wipr[...]

    read post
view all blog posts

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