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

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Customer Experience Services

Insightful Analysis to Drive Your Customer Experience (CX) Strategy. NelsonHall's Customer Experience (CX) Services program is designed for organizations who need to understand, adopt, and optimize the next generation of customer service models for their business, including omni-channel services and the application of advanced analytics, alongside traditional voice and other contact center services.

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Vendor coverage

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NEAT Reports are available for this program!

NelsonHall, the leading global BPS analyst firm, now offers a new suite of "speed-to-source" tools to assist Strategic Sourcing Managers in saving time and money, while enhancing the quality of their sourcing decisions in business process services and Customer Experience Services.

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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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featured blog posts on
Customer Experience Services:

  • Concentrix Acquires SAI Digital to Empower Smart Commerce with AI

    Nov 07, 2025, by Ivan Kotzev

      In September 2025, Concentrix acquired SAI Digital, an enterprise CX transformation provider specializing in ecommerce and marketing automation, based in Vietnam. I spoke with SAI Digital to understand the company’s fit in Concentrix’s technology services portfolio and the [...]

    read post

  • Capita Experience Repositions for Transformative CX Services

    Sep 30, 2025, by Ivan Kotzev

      This month, Capita hosted its inaugural Connect event to showcase the reinvented Capita Experience division. Capita CEO Adolfo Hernandez, Capita Experience CEO Corinne Ripoche, and the management team described the division’s internal transformation and restructuring ov[...]

    read post

  • Tech Mahindra Altavec Empowers Enterprises with Geospatial Analytics

    Jul 17, 2025, by Ivan Kotzev

      In March 2025, Tech Mahindra officially launched its Altavec geospatial data and analytics platform. Altavec provides geospatial data management and operations across large-scale mapping initiatives, a priority area for asset-heavy industries.  From spatial data to actionable i[...]

    read post

  • TELUS Digital: Driving GenAI Adoption with Fuel iX

    May 27, 2025, by Ivan Kotzev

      At the beginning of May, TELUS Digital officially rolled out its Fuel iX Agent Trainer tool across its 64 global delivery centers and digital studios. NelsonHall spoke with the Fuel iX team to learn about the latest deployments of the enterprise GenAI engine, the target business cases,[...]

    read post

  • Firstsource: Partitioning Business Processes for AI & Agent ‘UnBPO’ Delivery

    Mar 21, 2025, by Ivan Kotzev

      At the end of February, Firstsource announced ‘UnBPO’, which it describes as ‘a transformative shift away from traditional outsourcing models’. NelsonHall spoke with Firstsource CEO Ritesh Idnani and his executive team about this new approach, the drivers and ch[...]

    read post
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latest blog posts on
Customer Experience Services:

  • Concentrix Acquires SAI Digital to Empower Smart Commerce with AI

    Nov 07, 2025, by Ivan Kotzev

      In September 2025, Concentrix acquired SAI Digital, an enterprise CX transformation provider specializing in ecommerce and marketing automation, based in Vietnam. I spoke with SAI Digital to understand the company’s fit in Concentrix’s technology services portfolio and the [...]

    read post

  • Capita Experience Repositions for Transformative CX Services

    Sep 30, 2025, by Ivan Kotzev

      This month, Capita hosted its inaugural Connect event to showcase the reinvented Capita Experience division. Capita CEO Adolfo Hernandez, Capita Experience CEO Corinne Ripoche, and the management team described the division’s internal transformation and restructuring ov[...]

    read post

  • Tech Mahindra Altavec Empowers Enterprises with Geospatial Analytics

    Jul 17, 2025, by Ivan Kotzev

      In March 2025, Tech Mahindra officially launched its Altavec geospatial data and analytics platform. Altavec provides geospatial data management and operations across large-scale mapping initiatives, a priority area for asset-heavy industries.  From spatial data to actionable i[...]

    read post

  • TP B2B Sales Combines Emotional Intelligence & AI for Accelerated Sales

    Jun 12, 2025, by Ivan Kotzev

      In May, I visited TP Barcelona, where the company showcased its flagship multilingual operations in Spain and shared its B2B revenue operations as a service, built on a foundation of data-driven sales strategies, integrated sales and marketing processes, and AI-powered sales enablement[...]

    read post

  • TELUS Digital: Driving GenAI Adoption with Fuel iX

    May 27, 2025, by Ivan Kotzev

      At the beginning of May, TELUS Digital officially rolled out its Fuel iX Agent Trainer tool across its 64 global delivery centers and digital studios. NelsonHall spoke with the Fuel iX team to learn about the latest deployments of the enterprise GenAI engine, the target business cases,[...]

    read post
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