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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!

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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

Targeting CMS in the Retail Banking Sector

Market Analysis

by Vicki Jenkins

published on Dec 20, 2016

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Report Overview:

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

Who is this Report for:

NelsonHall’s “Targeting CMS in Retail Banking” report is a comprehensive market assessment report designed for:

  • Sourcing managers, specifically within retail banking, investigating sourcing developments within customer management services in the retail banking sector
  • Operational decision makers exploring the benefits and inhibitors of customer management services in the retail banking sector
  • Vendor marketing, sales and business managers developing strategies to target CMS opportunities within the retail banking sector
  • Financial analysts and investors specializing in the IT services and BPO sector, including customer management services. 

Scope of this Report:

This report analyzes the market for customer management and related services within the retail banking sector. The report addresses the following questions:

  • What is the current and future market for customer management services in the retail banking sector?
  • What are the customer requirements within the retail banking sector and how are they changing?
  • What are the benefits/results which vendors have been able to achieve for their clients?
  • What services are retail banking organizations buying from customer management service vendors?
  • What is the size and growth of the customer management services market in the retail banking sector?
  • Who are the leading vendors within customer management services for retail banking?
  • What are the vendor selection criteria, challenges, and critical success factors for vendors targeting customer management services in the retail banking sector? 

Key Findings & Highlights:

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

Reducing cost, increasing CSAT, and assistance with navigating government regulations are the main CMS outsourcing drivers for retail banking organizations. Cost reduction and increased CSAT are being driven by moves to mobile and digital channels.

While in the early stages, NelsonHall is seeing an increasing deployment of automation and robotics. Vendors are focusing on offering robotic process automation (RPA) and artificial intelligence (AI). RPA is being used to handle manual repetitive tasks at a fast rate, and AI to learn and adjust process changes. 

Table of contents:

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

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CMS in Retail Banking

published 2017-01-23 | Project by Vicki Jenkins

This NelsonHall Vendor Evaluation & Assessment Tool (NEAT) analyzes the performance of vendors offering Customer Management Services specifically for the Retail Banking sector. The NEAT tool allows strategic sourcing managers to assess the capability of vendors across a range of criteria and business situations and identify the best performing vendors overall, and in the focus areas of cost reduction, revenue increase, and customer satisfaction. Vendors evaluated are: Aegis, Alorica, Conduent, Firstsource, Infosys, Intelenet Global Services, Sitel Corporation, Sykes Enterprises, Teleperformance, TeleTech, Transcom, and Wipro. To find out more, contact Guy Saunders at [email protected]
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