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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

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:

  • CX Services in Retail and CPG

    Aug 22, 2019 | Market Analysis by Ivan Kotzev

    NelsonHall's market analysis of CX Services in Retail and CPG consists of 85 pages. [...]

    Table of contents:

    • 1. Introduction
    • 2. Changing Shape of CX Services in Retail and CPG
    • 3. Client Requirements
    • 4. Market Size and Growth
    • 5. Vendor Market Shares
    • 6. Vendor Offerings and Targeting
    • 7. Delivery in CX Services in Retail and CPG
    • 8. Selection Criteria, Challenges, and Success Factors
    • Appendix I – Vendors Researched
    view this reportdownload abstract

  • Advances in Analytics BPS

    Apr 01, 2019 | Market Analysis by Ivan Kotzev

    NelsonHall's market analysis of the advances in analytics consists of 72 pages. [...]

    Table of contents:

    • 1. Introduction
    • 2. Changing Shape of Analytics BPS
    • 3. Customer Requirements
    • 4. Market Size and Growth
    • 5. Vendor Market Shares
    • 6. Vendor Offerings and Targeting
    • 7. Delivery in Analytics BPS
    • 8. Selection Criteria, Challenges, and Success Factors
    • Appendix I – Vendors Researched
    view this reportdownload abstract

  • CX Services in Energy and Utility

    Dec 18, 2018 | Market Analysis by Ivan Kotzev

    The global CX services market (excluding collections) for the energy and utility sector is ~7% of the global industry and is growing at ~3.0% CAAGR (against a market average of 5.1%). Europe is the biggest market at (~40%), followed by North America. The sector revenues in APAC are growing faster than the overall market, at ~4.8% CAAGR througho [...]

    Table of contents:

    • 1. Introduction
    • 2. Changing Shape of CX Services in E&U
    • 3. Customer Requirements
    • 4. Market Size and Growth
    • 5. Vendor Market Shares
    • 6. Vendor Offerings and Targeting
    • 7. Delivery in CX Services in Energy and Utilities
    • 8. Selection Criteria, Challenges, and Success Factors
    • Appendix I – Vendors Researched
    view this reportdownload abstract

  • Digital CX Services

    Jul 18, 2018 | Market Analysis by Ivan Kotzev

    NelsonHall's market analysis of Digital CX Services consists  of 110 pages. [...]

    Table of contents:

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

  • 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
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 Client Perspective

Latest Customer Experience Services Market Forecast

  • CX Services Market Forecast: 2018-2022

    Jun 25, 2018 | Market Forecast by Ivan Kotzev

    NelsonHall's "CX Services Market Forecast: 2018-2022" consists of 82 pages. It is a comprehensive forecast of the CX services 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 servic [...]
    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:

  • CX Services M&A Activity Hots Up: Why Telus International is Acquiring CCC for €915m

    Dec 10, 2019, by Ivan Kotzev

      Telus International announced last week the acquisition of Competence Call Center (CCC) for ~€915m. The deal marks the biggest M&A in front-office BPO (CX Services) for 2019. It is also one of several investments in the DACH region and part of a global trend for market share a[...]

    read post

  • CSS Corp Addresses Commercial Challenges of Cognitive CX Transformation

    Nov 25, 2019, by Ivan Kotzev

      One of the main challenges facing front-office automation projects is the adoption of commercial terms protecting the interests of both clients and CX services providers. In an industry dominated by traditional per FTE and per hour/minute pricing, to be successful, end-to-end digital t[...]

    read post

  • Entering the Voice Bot Age: Tech Mahindra Launches m.ai.a

    Nov 01, 2019, by Ivan Kotzev

      Voice bots are a tiny part of the customer service and outsourced CX services market today. However, they are significant both in terms of investment and the attention they are receiving from organizations. In both smart home devices (voice assistants) and traditional telephony, voice [...]

    read post

  • Democratizing Analytics: Tech Mahindra Virtual Analyst

    Sep 30, 2019, by Ivan Kotzev

      A common theme in NelsonHall’s Advances in Analytics BPS market analysis is that organizations’ need to operationalize data has matured beyond BI and simple visualization. Companies do not want to wait days to build a report and weeks, or even months, to generate insights. [...]

    read post

  • CX Automation in Practice: Reality Check with Webhelp

    Sep 13, 2019, by Ivan Kotzev

      The inevitable automation of the contact center role has become such as surefire prediction in mass media, by CEOs, and even politicians, that a more realistic view of the industry may seem impossible. In this blog, I look at Webhelp’s assessment of the CX automation landscape an[...]

    read post
view all blog posts

latest blog posts on
Customer Experience Services:

  • CX Services M&A Activity Hots Up: Why Telus International is Acquiring CCC for €915m

    Dec 10, 2019, by Ivan Kotzev

      Telus International announced last week the acquisition of Competence Call Center (CCC) for ~€915m. The deal marks the biggest M&A in front-office BPO (CX Services) for 2019. It is also one of several investments in the DACH region and part of a global trend for market share a[...]

    read post

  • CSS Corp Addresses Commercial Challenges of Cognitive CX Transformation

    Nov 25, 2019, by Ivan Kotzev

      One of the main challenges facing front-office automation projects is the adoption of commercial terms protecting the interests of both clients and CX services providers. In an industry dominated by traditional per FTE and per hour/minute pricing, to be successful, end-to-end digital t[...]

    read post

  • Entering the Voice Bot Age: Tech Mahindra Launches m.ai.a

    Nov 01, 2019, by Ivan Kotzev

      Voice bots are a tiny part of the customer service and outsourced CX services market today. However, they are significant both in terms of investment and the attention they are receiving from organizations. In both smart home devices (voice assistants) and traditional telephony, voice [...]

    read post

  • Democratizing Analytics: Tech Mahindra Virtual Analyst

    Sep 30, 2019, by Ivan Kotzev

      A common theme in NelsonHall’s Advances in Analytics BPS market analysis is that organizations’ need to operationalize data has matured beyond BI and simple visualization. Companies do not want to wait days to build a report and weeks, or even months, to generate insights. [...]

    read post

  • CX Automation in Practice: Reality Check with Webhelp

    Sep 13, 2019, by Ivan Kotzev

      The inevitable automation of the contact center role has become such as surefire prediction in mass media, by CEOs, and even politicians, that a more realistic view of the industry may seem impossible. In this blog, I look at Webhelp’s assessment of the CX automation landscape an[...]

    read post
view all blog posts

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