featured posts:
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Atos to Leverage New Aegon Contract to Challenge for U.K. Life & Pensions Closed Books
Nov 30, 2018, by John WillmottIn 2016, Atos was awarded a 13-year life & pensions BPO contract by Aegon, taking over from the incumbent Serco and involving the transfer of ~300 people in a center in Lytham St Annes. The services provided by Atos within this contract include managing end-to-end operations, from initial underwriting through to claims processing, for Aegon's individual protection offering[...]
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Capgemini: “In Shape and On the Move”
Nov 01, 2018, by Rachael StormonthWe have delayed the publication of this event note until after Capgemini’s Capital Markets Day this week, when Capgemini confirmed its mid-term ambitions of 5-7% organic growth and an operating margin of 12.5-13%. “In Shape and On the Move” were among the first few words of COO Thierry Delaporte’s closing address at Capgemini’s global analyst and adv[...]
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Wipro Harmony Simplifies GBS Harmonization & Automation
Oct 04, 2018, by John WillmottWipro has a long history of building operations platforms in support of shared services and has been evolving its Base))) platform for 10 years. The platform started life as a business process management (i.e. workflow) platform and includes Base))) Core, a BPM platform in use within ~25 Wipro operations floors, and Base))) Prism, providing operational metrics. These elements of B[...]
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Genpact Acquires Barkawi Management Consultants, Targets 25%+ Growth in Supply Chain Management
Aug 14, 2018, by John WillmottSCM is one of Genpact’s “invest-to-grow” service lines, where the company is looking to make disproportionate investments and scale up the business: in this case, to become one of the top two global supply chain transformation services vendors. In its “invest-to-grow” businesses, Genpact is looking to achieve at least twice the level of revenue growth ac[...]
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Bold Move by Altran, Makes Largest Ever Acquisition in the ER&D Industry with Aricent
Dec 01, 2017, by Dominique RaviartER&D vendor Altran yesterday announced the acquisition of India-centric Silicon Valley-headquartered Aricent. Altran will be paying $2.0bn for Aricent through a capital increase of €0.75bn, the remaining ~€1bn in debt. In the year ending June 30, 2017, Aricent had revenues of $687m and an EBITDA margin of 27.9%. This is a significant acquisition for Altran, streng[...]
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IBM Services - Returning to the Limelight at IBM
Nov 24, 2017, by Rachael StormonthThis month, NelsonHall has attended the IBM Services analyst/adviser events in New York and Paris and we noted a distinct evolution in emphasis, with a much closer alignment between IBM's two services divisions. In recent years, IBM’s Global Business Services (GBS) and GTS businesses have been somewhat in the shadows of its Cognitive Solutions segment, although together they rep[...]
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TCS’ New Service Line Structure, Business 4.0 Emphasis: Both Very Positive; Collaboration Challenge in Harnessing ignio to Optimum Benefit
Nov 02, 2017, by Rachael StormonthNelsonHall recently attended a TCS analyst event in Boston, the theme of which was Business 4.0: Intelligent, Agile, Automated, and on the Cloud. A few months ago, soon after Rajesh Gopinathan took over as CEO, TCS undertook its first major service line revamp for many years (we provided details of this in our Quarterly Update on TCS – see here). As such we were keen to learn more about [...]
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NIIT Tech’s PACE Framework: Enabling Personalization to Differentiate Travel & Hospitality Companies
Oct 19, 2017, by NelsonHall AnalystAs part of NelsonHall’s series of reports focusing on the business priorities and digital initiatives of IT services buyers, we found that buyers in the transportation industry have a significant focus on improving the customer experience. Eighty-five percent of transportation companies are pursuing an operational objective of increasing average revenue per customer to a high e[...]
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Discussion with Carole Murphy of Capgemini: Application of Intelligent Automation to the Finance Function
Sep 11, 2017, by John WillmottCapgemini's Carole Murphy Capgemini has recently redefined its framework for Intelligent Automation, taking an approach based on ‘five senses’. I caught up with Carole Murphy, Capgemini’s Head of BPO Business Transformation Services, to identify how their new approach to Intelligent Automation is being applied to the finance & accounting function. &nbs[...]
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Genpact Acquires TandemSeven, Adding Human-Centered Design IP & Consulting to Digital Transformation Capabilities
Sep 07, 2017, by Rachael StormonthGenpact announced another acquisition today, that of TandemSeven, a design thinking (DT)-led CX /UX innovation consultancy based in Boston, with offices also in New York and Chicago. This is Genpact’s fourth acquisition in the U.S. this year; all four clearly supporting the company's drive to radically evolve its portfolio from traditional BPS to a coherent set of offerings designed [...]
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WNS: Thriving in a Climate of Industry Disruption
Jun 30, 2017, by John WillmottNelsonHall recently attended WNS analyst/adviser events in New York and the U.K., where the theme was “NEXT”, with the sub-text of assisting organizations in “thriving in a state of constant disruption”. While the trend to digitalization of business processes using technologies such as robotics and cloud, artificial intelligence, and big data is causing con[...]
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Genpact Cora: A Unifying Framework to Accelerate Industrialization of New Digital Process Models
Jun 30, 2017, by John WillmottMany of the pureplay BPS vendors have been moving beyond individual, often client-specific implementations of RPA and AI and building new digital process models to present their next generation visions within their areas of domain expertise. So, for example, models of this type are emerging strongly in the BFSI space and in horizontals such as source-to-pay. A key feature of these[...]
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My BIG Opportunity to Help Sourcing Buyers
Jun 27, 2017, by NelsonHall AnalystI am excited to be embarking on a new role at NelsonHall, having enjoyed serving as a Customer Management Services industry analyst for almost five years. As the new advisor for NelsonHall’s Buyer Intelligence Group (BIG), I get the opportunity to work more closely with our buy-side clients and broader BIG community, helping them to engage around hot industry topics and to get [...]
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CSC to DXC Technology – Plus Ca Change…
Oct 16, 2017, by Dominique RaviartDXC Technology recently held an analyst day in the U.K., its first since being ‘born’ on April 1. It is still early days for this young organization and the integration continues (though there was little mention of this at the event). In its recent investor calls, DXC Technology has emphasized actions to strip out costs, apply financial discipline, and invest in next[...]
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HCL's 3-Lever Approach to Business Process Automation: Risk & Control Analysis; Lean & Six Sigma; Cognitive Automation
Oct 13, 2017, by John WillmottHCL has undertaken ~200 use cases spanning finance & accounting, contact, product support and cross-industry customer onboarding, and claims processing, using products including Automation Anywhere, Blue Prism, UiPath, WorkFusion, and HCL’s proprietary AI tool Exacto. This blog summarizes NelsonHall’s analysis of HCL's approach to Business Process Automation coveri[...]