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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:

  • 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

  • Targeting CMS in the High Tech Sector

    Nov 23, 2015 | Market Analysis by Vicki Jenkins

    Watch video
    NelsonHall's market analysis of customer management services in the high tech sector consists of 53 pages. [...]
    view this reportdownload abstract

  • Analysis of South Africa as a BPO Delivery Location

    Oct 23, 2015 | Market Analysis by John Willmott

    NelsonHall’s “Analysis of South Africa as a BPO Delivery Location” consists of 58 pages. [...]

    Table of contents:

    • Introduction
    • A.Objectives and Scope
    • B. Methodology
    • C. Structure of the Report
    • Executive Summary
    • A. Evaluate as “Onshore-Equivalent” for Contact Center Services
    • B. Evaluate for Revenue-Generating Capability in Support of Online Businesses
    • C. Evaluate as GDN Center within Financial Industry-Specific & for Africa-to-Africa Back-Office Services
    • International Contact Center Services
    • A. Business Challenges Faced & Drivers for Offshoring to South Africa
    • B. Sectors Served and Services Delivered from South Africa
    • C. Benefits Achieved from South African Service Delivery
    • D. Contact Centre Services Delivery Cost Structure
    • Financial Industry-Specific Services
    • A. Business Challenges Faced & Drivers for Offshoring to South Africa
    • International Services Delivered & Why
    • Experience of Companies with Financial Industry- Specific & Back-Office Services from South Africa
    • Benefits Sought and Achieved
    • Skills Availability & Government Incentives
    • A. Skills Availability
    • B. Government Support & Incentives for BPO
    • Companies Delivering Services from South Africa
    • Contact Center Services
    • Aegis
    • Amazon
    • Barclays Africa Group Limited
    • Capita
    • Coracall
    • Merchants
    • Mindpearl
    • Out
    • Outworx/GoSkippy Insurance
    • Sanclare
    • Serco/Shop Direct
    • Shell
    • Services Delivered from South Africa
    • Drivers and Benefits of South African Delivery
    • Future Service Extension from South Africa
    • Teleperformance
    • WNS
    • Webhelp
    • Financial Services Industry-Specific BPO
    • Kleinwort Benson
    • Offshoring Support Services
    • EOH
    • KPMG
    view this reportdownload abstract

  • Targeting CMS in the Healthcare Sector (Payer and Provider Support)

    Jun 30, 2015 | Market Analysis by Vicki Jenkins

    NelsonHall's market analysis of customer management services in the healthcare sector consists of 62 pages. [...]

    Table of contents:

    • Changing Shape of CMS in Healthcare
    • Customer Requirements – Healthcare Payers and Providers
    • 2.1 Drivers – Healthcare Payers and Providers
    • Benefits Achieved – Healthcare Payers and Providers
    • 3.1 Case Studies – Healthcare Payers
    • Market Size and Vendor Market Shares
    • Vendor Offerings and Targeting
    • CMS Delivery in Healthcare
    • Challenges and Success Factors
    • Appendix I – Vendors Researched
    view this reportdownload abstract

  • Targeting WAHA CMS

    Dec 23, 2014 | Market Analysis by NelsonHall Analyst

    NelsonHall's market analysis of WAHA CMS consists of 74 pages. [...]

    Table of contents:

    • Introduction
    • Changing Shape of the WAHA Market
    • Customer Requirements
    • WAHA Market Issues
    • WAHA Market Drivers
    • WAHA Market Inhibitors
    • Examples of WAHA contracts
    • Benefits of WAHA delivery
    • Market Size and Growth
    • Vendor Market Share
    • Vendor Offerings and Targeting
    • Vendor Delivery
    • Recruitment and Agent Models
    • Agent training and supervision
    • Security
    • Critical Success Factors
    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

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