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Search within: Customer Experience Services:

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Contracts Database

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!

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

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Confidence Index:

for Customer Experience Services

NelsonHall Confidence Index is a quarterly survey to measure changing levels of business confidence within Customer Experience Services

  • CMS Outsourcing Confidence Index

    May 31, 2013 | Confidence Index by NelsonHall Analyst

    NelsonHall's CMS Outsourcing Confidence Index is a quarterly index of confidence that monitors changes in industry confidence in the global CMS outsourcing market. [...]
    view this report

Join NelsonHall Customer Experience Services Confidence Index:

Every quarter NelsonHall publishes the NelsonHall Customer Experience Services Confidence Index, a Quarterly Index of Confidence that monitors changes in industry confidence in the global Customer Experience Services market.

For a sample report and details of how to join NelsonHall's Customer Experience Services Confidence Index, please contact us

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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latest vendor assessments:

NelsonHall keeps tabs on all these vendors so that you don't have to do so, providing all the analysis of vendor capabilities that you require for shortlist selection

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Vendor coverage

Covered vendor profiles within the Customer Experience Services program

featured market analyses
in Customer Experience Services:

  • Digital Customer Experience Services: How India Can Lead the World

    Feb 15, 2018 | Market Analysis by Ivan Kotzev

    NelsonHall’s “Digital Customer Experience Services – How India Can Lead the World” report is based on interviews with CX Services providers and clients with delivery operations in India. This purpose of the study is to identify the client requirements and providers’ best practices to deliver CX services across the d [...]

    Table of contents:

    • EXECUTIVE SUMMARY
    • MARKET SIZE
    • CHANGING CLIENT REQUIREMENTS
    • USE OF NEW BUSINESS MODELS AND TECHNOLOGIES
    • A. BEST PRACTICE FRAMEWORKS & KEY COMPONENTS
    • B. BEST PRACTICE BENEFITS REALIZATION
    • BENEFITS FROM NEW BUSINESS MODELS AND TECHNOLOGIES
    • INDUSTRY SECTOR REQUIREMENTS AND DIFFERENTIATING FACTORS
    • MATURITY OF NEW BUSINESS MODELS AND TECHNOLOGIES
    • ROADMAP FOR GROWTH IN DIGITAL CX
    • FEATURED CASE STUDIES
    • PROFILES OF LEADING VENDORS
    view this reportdownload abstract

  • The Client Vision for Next Generation Customer Service

    Feb 15, 2018 | Market Analysis by John Willmott

    NelsonHall’s “The Client Vision for Next Generation Customer Service” report is based on interviews with executives with responsibility for customer service operations in the U.S., U.K., and Continental Europe, specifically addressing the customer service visions of executives in each of the energy and utilities, healthcare payer, [...]

    Table of contents:

    • Introduction
    • Objectives
    • Methodology
    • Structure of the Report
    • Executive Summary
    • Organizations Seeking to Eliminate Voice Interactions & Optimize the Channel Mix
    • New Digital Process Models are Critical to the Future of Customer Service
    • BPS Favored by Shift to Next Generation Customer Service
    • Customer Service Satisfaction and Delivery Enhancement
    • Next Generation Customer Service Vision & Initiatives
    • Next Generation Customer Services Channel & Technology Adoption
    • Next Generation Customer Service Sourcing & Vendor Selection
    view this reportdownload abstract

  • Customer Experience Services in Travel, Transport, and Hospitality

    Feb 14, 2018 | Market Analysis by Ivan Kotzev

    NelsonHall's market analysis of customer experience services in the travel, transport, and hospitality sectors consists of 84 pages. [...]

    Table of contents:

    • Introduction
    • Changing Shape of CX Services in TT&H
    • Customer Requirements
    • Market Size and Growth
    • Vendor Market Shares
    • Vendor Offerings and Targeting
    • Delivery in CX Services in TT&H
    • Selection Criteria, Challenges, and Success Factors
    • Appendix I – Vendors Researched
    view this reportdownload abstract

  • Digital Marketing Services

    Oct 20, 2017 | Market Analysis by Ivan Kotzev

    NelsonHall's market analysis of the Digital Marketing Services industry and trends consists of 70 pages. [...]

    Table of contents:

    • Introduction
    • Changing Shape of Digital Marketing Services
    • Customer Requirements
    • Market Size and Growth
    • Vendor Market Shares
    • Vendor Offerings and Targeting
    • Delivery in Digital Marketing Services
    • Selection Criteria, Challenges, and Success Factors
    • Appendix I – Vendors Researched
    view this reportdownload abstract

  • Targeting CMS in Telecommunications

    Apr 28, 2017 | Market Analysis by Vicki Jenkins

    NelsonHall’s market analysis of customer management services in the telecommunications sector consists of 49 pages.  [...]

    Table of contents:

    • Changing Shape of CMS in Telecommunications
    • Customer Requirements
    • Market Size and Growth
    • Vendor Market Shares
    • Vendor Offerings, Targeting, and Delivery
    • Challenges and Success Factors
    • Appendix I – Vendors Researched
    view this reportdownload abstract

  • Multi-Channel CMS - Delivering Digital Customer Experience

    Mar 28, 2017 | Market Analysis by Ivan Kotzev

    NelsonHall's market analysis of Multi-channel CMS - Delivering Digital Customer Experience consists of 70 pages. [...]

    Table of contents:

    • Introduction
    • Changing Shape of CMS Multi-Channel
    • Customer Requirements
    • Market Size and Growth
    • Vendor Offerings and Targeting
    • Delivery in CMS Multi-channel
    • Selection Criteria, Challenges, and Success Factors
    • Appendix I – Vendors Researched
    view this reportdownload abstract

  • Targeting CMS in the Retail Banking Sector

    Dec 20, 2016 | Market Analysis by Vicki Jenkins

    NelsonHall’s market analysis of customer management services in the retail banking sector consists of 48 pages.  [...]

    Table of contents:

    • Changing Shape of CMS in Retail Banking
    • Customer Requirements
    • Market Size and Growth
    • Vendor Market Shares
    • Vendor Offerings, Targeting, and Delivery
    • Challenges and Success Factors
    • Appendix I – Vendors Researched
    view this reportdownload abstract

  • Transforming Customer Management Services through Analytics

    Oct 04, 2016 | Market Analysis by Ivan Kotzev

    NelsonHall's market analysis of the role of analytics in customer management services consists of 68 pages. [...]

    Table of contents:

    • Introduction
    • Changing Shape of CMS Analytics
    • Customer Requirements
    • Market Size and Growth
    • Vendor Offerings and Targeting
    • Delivery in CMS Analytics
    • Selection Criteria, Challenges, and Success Factors
    • Appendix I – Researched Vendors
    view this reportdownload abstract

  • Targeting CMS in the Retail and CPG Sector

    Jul 15, 2016 | Market Analysis by Vicki Jenkins

    NelsonHall's market analysis of customer management services in the retail and CPG sector consists of 58 pages. [...]

    Table of contents:

    • Customer Management Services in Retail and CPG
    • Changing Shape of CMS in Retail and CPG
    • Customer Requirements
    • Market Size and Growth
    • Vendor Market Shares
    • Vendor Offerings and Targeting
    • CMS Delivery in Retail and CPG
    • Challenges and Success Factors
    • Appendix I – Vendors Researched
    view this reportdownload abstract

  • Customer Management Services Outsourcing

    Mar 24, 2016 | Market Analysis by Ivan Kotzev

    NelsonHall's market analysis of the Customer Management Services Outsourcing market consists of 82 pages. [...]

    Table of contents:

    • Introduction
    • Changing Shape of the CMS Market
    • Customer Requirements
    • Market Size and Growth
    • Vendor Market Shares
    • Vendor Offerings and Targeting
    • Delivery in CMS
    • Selection Criteria, Challenges, and Success Factors
    • Appendix I – Vendors Researched
    view this reportdownload abstract
browse all market analyses

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.

view all NEAT reports learn more about NEAT

Latest Customer Experience Services Market forecast

  • Global CMS Market Forecast: 2017 - 2021

    May 17, 2017 | Market Forecast by Ivan Kotzev

    NelsonHall's "CMS Market Forecast: 2017-2021" consists of 80 pages. It is a forecast of the CMS 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 geographies, [...]
    view this reportdownload abstract

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.

access forecast tool

featured blog posts on
Customer Experience Services:

  • Aegis & StarTek Expand Globally with ~$700m Merger

    Mar 20, 2018, by Ivan Kotzev

      Last week Aegis Global and StarTek announced the creation of a combined company. The merger will see Aegis majority owner PE Capital Square Partners swap shares with the NYSE listed StarTek, to reach a ~55% stake in the merged company. The deal is expected to close by Q3 2018. Here I l[...]

    read post 1 comments

  • Parsing the Customer Journey: How WNS Translates Data to Insights

    Mar 12, 2018, by Ivan Kotzev

      NelsonHall recently visited WNS’ Analytics CoE in Bangalore. Research & analytics (R&A) services are key activities for WNS, as a first point of entry into new clients, and also as a higher margin activity in existing accounts. Readers of NelsonHall’s Quarterly Upda[...]

    read post

  • How Indian CX Services' Channel Mix Will Change by 2020

    Feb 22, 2018, by Ivan Kotzev

    In our latest CX services research in collaboration with NASSCOM, we have mapped how Indian CX services channel mix will change by 2020, as shown in the following infographic.  NelsonHall’s Customer Experience Services program delivers the most comprehensive insight for buyers and [...]

    read post

  • Key Mechanisms to Boost Your CX Services Performance

    Feb 20, 2018, by Ivan Kotzev

    In our latest CX services research in collaboration with NASSCOM, we identified the top 3 mechanisms for improving key CX metrics: Net Promoter Score, First Call Resolution, Conversion, and Turn-Around Time & Average Handling Time, as shown in the following infographic.  [...]

    read post

  • 9 Key Stages of Adoption for Next Generation Customer Service

    Feb 16, 2018, by Ivan Kotzev

    In our latest CX services research in collaboration with NASSCOM, we identified the 9 key stages of adoption for next generation customer service, as shown in the following infographic.  Insights into the differences across client industries and the best practices applied by vendors are [...]

    read post
view all blog posts

latest blog posts on
Customer Experience Services:

  • Aegis & StarTek Expand Globally with ~$700m Merger

    Mar 20, 2018, by Ivan Kotzev

      Last week Aegis Global and StarTek announced the creation of a combined company. The merger will see Aegis majority owner PE Capital Square Partners swap shares with the NYSE listed StarTek, to reach a ~55% stake in the merged company. The deal is expected to close by Q3 2018. Here I l[...]

    read post 1 comments

  • Parsing the Customer Journey: How WNS Translates Data to Insights

    Mar 12, 2018, by Ivan Kotzev

      NelsonHall recently visited WNS’ Analytics CoE in Bangalore. Research & analytics (R&A) services are key activities for WNS, as a first point of entry into new clients, and also as a higher margin activity in existing accounts. Readers of NelsonHall’s Quarterly Upda[...]

    read post

  • How Indian CX Services' Channel Mix Will Change by 2020

    Feb 22, 2018, by Ivan Kotzev

    In our latest CX services research in collaboration with NASSCOM, we have mapped how Indian CX services channel mix will change by 2020, as shown in the following infographic.  NelsonHall’s Customer Experience Services program delivers the most comprehensive insight for buyers and [...]

    read post

  • Key Mechanisms to Boost Your CX Services Performance

    Feb 20, 2018, by Ivan Kotzev

    In our latest CX services research in collaboration with NASSCOM, we identified the top 3 mechanisms for improving key CX metrics: Net Promoter Score, First Call Resolution, Conversion, and Turn-Around Time & Average Handling Time, as shown in the following infographic.  [...]

    read post

  • 9 Key Stages of Adoption for Next Generation Customer Service

    Feb 16, 2018, by Ivan Kotzev

    In our latest CX services research in collaboration with NASSCOM, we identified the 9 key stages of adoption for next generation customer service, as shown in the following infographic.  Insights into the differences across client industries and the best practices applied by vendors are [...]

    read post
view all blog posts

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