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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

WNS - Customer Experience Services in Travel, Transport, and Hospitality

Vendor Analysis

by Ivan Kotzev

published on Jan 12, 2018

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Report Overview:

This NelsonHall assessment analyzes WNS' offerings and capabilities in customer experience services in the travel, transport, and hospitality sector.

Who is this Report for:

NelsonHall’s Customer Experience Services in Travel, Transport, and Hospitality profile on WNS is a comprehensive assessment of WNS’ offerings and capabilities designed for: 

  • Sourcing managers monitoring the capabilities of existing suppliers of CXS and identifying vendor suitability for CXS RFPs 
  • Vendor marketing, sales, and business managers looking to benchmark themselves against their peers 
  • Financial analysts and investors specializing in the support services sector.

 

Scope of this Report:

The report provides a comprehensive and objective analysis of WNS’ customer experience services in travel, transportation, and hospitality offerings and capabilities, and market and financial strengths, including:

  • Identification of the company’s strategy, emphasis, and new developments
  • Analysis of the company’s strengths, weaknesses, and outlook
  • Revenue estimates
  • Analysis of the profile of the company’s customer base including the  company’s targeting strategy and examples of current contracts
  • Analysis of the company’s offerings and key service components
  • Analysis of the company’s delivery organization including the location of delivery sites.  

Key Findings & Highlights:

WNS was established in 1996 as a captive center of British Airways. Its two largest segments of business are the travel and hospitality sector and shipping and logistics. For the travel sector, WNS provides revenue management, F&A,  fulfillment services, customer experiences services, analytics, digital marketing,  technology development and system integration, and consulting and automation.  

It has ~4.5k employees dedicated to customer experiences services for the travel, transportation, and hospitality sector supporting voice, chat, social media, email, SMS, web, IVR, and white mail interactions in ~30 languages. It has ~50 clients including airlines, hotels, car rental companies, cruise lines, OTAs, travel management companies, timeshare companies, tour operators, airports, travel technology companies, and GDS providers. 

WNS has a travel-focused toolkit consisting of a digital learning platform, a hiring and training methodology, an analytics suite, a technology and automation solution, and a range of travel domain-specific offerings such as guest relations and fulfillment. 

Table of contents:

Table of contents:

  • Background
  • Revenue Summary
  • Key Offerings
  • Delivery Capability and Partnerships
  • Delivery Capability
  • Platforms and Intellectual Property
  • Commercial Model
  • Target Markets
  • Strategy
  • Strengths and Challenges
  • Strengths
  • Challenges
  • Outlook

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