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. [...]view this reportdownload abstractTable 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
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. [...]view this reportdownload abstractTable 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
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 [...]view this reportdownload abstractTable 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
Digital CX Services
Jul 18, 2018 | Market Analysis by Ivan Kotzev
NelsonHall's market analysis of Digital CX Services consists of 110 pages. [...]view this reportdownload abstractTable 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
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 [...]view this reportdownload abstractTable 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
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, [...]view this reportdownload abstractTable 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
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. [...]view this reportdownload abstractTable 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
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. [...]view this reportdownload abstractTable 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
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. [...]view this reportdownload abstractTable 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
browse all market analysesMulti-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. [...]view this reportdownload abstractTable 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
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CX Services in Retail and CPG
Oct 02, 2019 | Customer Perspectives by Ivan Kotzev
NelsonHall's client perspective of CX Services in Retail and CPG Customer Perspective consists of 27 pages. [...]view this reportdownload abstract
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.
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Customer Experience Services:-
CX Services M&A Activity Hots Up: Why Telus International is Acquiring CCC for €915m
Dec 10, 2019, by Ivan KotzevTelus 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[...]
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CSS Corp Addresses Commercial Challenges of Cognitive CX Transformation
Nov 25, 2019, by Ivan KotzevOne 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[...]
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Entering the Voice Bot Age: Tech Mahindra Launches m.ai.a
Nov 01, 2019, by Ivan KotzevVoice 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 [...]
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Democratizing Analytics: Tech Mahindra Virtual Analyst
Sep 30, 2019, by Ivan KotzevA 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. [...]
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CX Automation in Practice: Reality Check with Webhelp
Sep 13, 2019, by Ivan KotzevThe 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[...]
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 KotzevTelus 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[...]
-
CSS Corp Addresses Commercial Challenges of Cognitive CX Transformation
Nov 25, 2019, by Ivan KotzevOne 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[...]
-
Entering the Voice Bot Age: Tech Mahindra Launches m.ai.a
Nov 01, 2019, by Ivan KotzevVoice 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 [...]
-
Democratizing Analytics: Tech Mahindra Virtual Analyst
Sep 30, 2019, by Ivan KotzevA 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. [...]
-
CX Automation in Practice: Reality Check with Webhelp
Sep 13, 2019, by Ivan KotzevThe 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[...]
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latest Customer Experience Services tracking service articles
Faneuil Opens 500 Agent CX Services Center in Albuquerque, NM
Dec 05, 2019 | New Offerings by Ivan Kotzev
ItelBPO to Open Two CX Services Centers in Vieux-Fort, Saint Lucia
Dec 04, 2019 | New Offerings by Ivan Kotzev
TELUS International to Acquire Competence Call Center for €915m to Increase DACH CXS Market Share
Dec 04, 2019 | Mergers and Acquisitions by Ivan Kotzev
Accenture Acquires Apis Group To Expand Australian Health & Public Service Consulting Capabilities
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Bellsystem24 Awarded Mixed Reality Technical Support Contract by De’Longhi Japan
Dec 02, 2019 | Contracts by Ivan Kotzev
Hinduja Global Solutions Sells India Domestic CX Services Business to Altruist Technologies to Focus on Higher Value Business
Nov 29, 2019 | Mergers and Acquisitions by Ivan Kotzev
transcosmos Acquires Interest Design to Expand Social Media Marketing Capabilities in Japan
Nov 29, 2019 | Mergers and Acquisitions by Ivan Kotzev
transcosmos Opens Eleventh Delivery Center in Sapporo, Hokkaido
Nov 29, 2019 | New Offerings by Ivan Kotzev
Covisian Opens CX Services Operations Control Center in Lima
Nov 26, 2019 | New Offerings by Ivan Kotzev
HPE Announces Q4 FY19 Pointnext Revenues Down 5% to $1,589m
Nov 25, 2019 | Financial Results by Dominique Raviart