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for Customer Experience Services

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

Covered vendor profiles within the Customer Experience Services program

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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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Latest Customer Experience Services Market Forecast

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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featured blog posts on
Customer Experience Services:

  • 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

  • CX Services in 2025: Delivering Business Outcomes with GenAI

    Jan 28, 2025, by Ivan Kotzev

      Calendar 2024 was relatively muted for the global CX services market, with continued headwinds in large verticals in core North American and European geographies. In parallel, GenAI investments and rebalancing of the delivery portfolio challenged consistent margin improvement. 2025 [...]

    read post

  • iQor Repositions for Growth with Trinidad Delivery Center Stage

    Oct 25, 2024, by Ivan Kotzev

      iQor began 2024 with a new CEO, Chris Crowley, and a funding boost by PE Mill Point Capital. iQor is now repositioning for growth, aiming to become a broad partner with existing clients and targeting new verticals. Earlier this month, I attended iQor’s Analyst Day 2024 in Trinida[...]

    read post

  • WNS Analytics Innovates Through Productized Services

    Oct 11, 2024, by Ivan Kotzev

      In 2024, WNS rebranded and relaunched its analytics practice to include data, analytics, AI services, and consulting in a unified offering to enable decision intelligence. I spoke with Gautam Singh, the head of WNS Analytics, covering the opportunities and pitfalls of GenAI solutions, [...]

    read post
view all blog posts

latest blog posts on
Customer Experience Services:

  • 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

  • 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

  • CX Services in 2025: Delivering Business Outcomes with GenAI

    Jan 28, 2025, by Ivan Kotzev

      Calendar 2024 was relatively muted for the global CX services market, with continued headwinds in large verticals in core North American and European geographies. In parallel, GenAI investments and rebalancing of the delivery portfolio challenged consistent margin improvement. 2025 [...]

    read post

  • iQor Repositions for Growth with Trinidad Delivery Center Stage

    Oct 25, 2024, by Ivan Kotzev

      iQor began 2024 with a new CEO, Chris Crowley, and a funding boost by PE Mill Point Capital. iQor is now repositioning for growth, aiming to become a broad partner with existing clients and targeting new verticals. Earlier this month, I attended iQor’s Analyst Day 2024 in Trinida[...]

    read post
view all blog posts

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