featured posts:

• TELUS Digital: Driving GenAI Adoption with Fuel iX

  May 27, 2025, by Ivan Kotzev

    At the beginning of May, TELUS Digital officially rolled out its Fuel iX Agent Trainer tool across its 64 global delivery centers and digital studios. NelsonHall spoke with the Fuel iX team to learn about the latest deployments of the enterprise GenAI engine, the target business cases, and the next apps on the development roadmap. AI platform for connecting infrastructure with LLM[...]

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• Firstsource: Partitioning Business Processes for AI & Agent ‘UnBPO’ Delivery

  Mar 21, 2025, by Ivan Kotzev

    At the end of February, Firstsource announced ‘UnBPO’, which it describes as ‘a transformative shift away from traditional outsourcing models’. NelsonHall spoke with Firstsource CEO Ritesh Idnani and his executive team about this new approach, the drivers and challenges, and how far along Firstsource is on the roadmap. Tech arbitrage is the new frontier [...]

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• CX Services in 2025: Delivering Business Outcomes with GenAI

  Jan 28, 2025, by Ivan Kotzev

    Calendar 2024 was relatively muted for the global CX services market, with continued headwinds in large verticals in core North American and European geographies. In parallel, GenAI investments and rebalancing of the delivery portfolio challenged consistent margin improvement. 2025 looks cautiously optimistic, with improved growth in the range of 3.5-4.5% y/y, depending on the imp[...]

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• iQor Repositions for Growth with Trinidad Delivery Center Stage

  Oct 25, 2024, by Ivan Kotzev

    iQor began 2024 with a new CEO, Chris Crowley, and a funding boost by PE Mill Point Capital. iQor is now repositioning for growth, aiming to become a broad partner with existing clients and targeting new verticals. Earlier this month, I attended iQor’s Analyst Day 2024 in Trinidad, where the company is the largest BPS provider and has strong expansion plans. Solid foundation[...]

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• WNS Analytics Innovates Through Productized Services

  Oct 11, 2024, by Ivan Kotzev

    In 2024, WNS rebranded and relaunched its analytics practice to include data, analytics, AI services, and consulting in a unified offering to enable decision intelligence. I spoke with Gautam Singh, the head of WNS Analytics, covering the opportunities and pitfalls of GenAI solutions, the team’s vertical and domain focus, and the company’s vision for productized services.[...]

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• Movate AI to Drive Enterprise Reinvention at Scale with AI-First Framework

  Sep 03, 2024, by Ivan Kotzev

    In August, NelsonHall spoke with the leadership of Movate AI to discuss the market expectations and challenges of AI integration, their in-house holistic framework, target applications, existing deployments, and how the company plans to build commercial relationships around this AI reinvention model. From platform to framework to dedicated AI unit Like most BPS players, Movate [...]

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• ArvatoConnect Focused on Results-Driven CX with Consumer Duty

  Jul 03, 2024, by Ivan Kotzev

    In July 2023, the U.K. Financial Conduct Authority (FCA) introduced Consumer Duty, a set of rules and guidelines to drive companies to deliver good outcomes for customers. By the end of July 2024, firms are required to ensure the application of Consumer Duty to closed products and services. ArvatoConnect shared its approach to enabling the adoption of Consumer Duty by its clients and[...]

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• Alorica’s Evolution from Services to Digital-First Play

  Jun 25, 2024, by Ivan Kotzev

    In May, Alorica announced the appointment of Mike Clifton and Max Schwendner as Co-Chief Executive Officers. Prior, Mike was the company’s Chief Growth and Transformation Officer, and Max was President Business Services and Chief Financial Officer. I spoke with them earlier this month to discuss their vision for the company and its position in the evolving CX services market. [...]

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• Conduent Partners with Microsoft to Underpin Client GenAI Innovation Initiatives

  May 02, 2024, by John Willmott

    Conduent has partnered with Microsoft to use Microsoft Azure OpenAI to underpin its GenAI innovation initiatives with clients. Its GenAI journey includes: Selecting use cases focused on improving quality, throughput, and cycle times Adoption of pilots in healthcare claims adjudication, fraud detection, and customer service enhancement Subsequently, moving to MVPs and ind[...]

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• Tech Mahindra Populii: Addressing AI Training Hypergrowth

  Apr 05, 2024, by Ivan Kotzev

    Populii is Tech Mahindra’s enterprise gig marketplace for data collection, user studies, and microtasks. NelsonHall recently spoke with Populii executives about the platform’s current capabilities and growth plans in support of the exploding AI data training market. Human annotation and specialized microtasks Populii is a gig community platform offering data collect[...]

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• ResultsCX Advances in Europe with Huntswood Acquisition

  Mar 15, 2024, by Ivan Kotzev

    In February 2024, ResultsCX made its third European acquisition since 2022, adding U.K. specialist BPS and CX services provider Huntswood. This move complements ResultsCX’s roadmap to gain a presence in European markets, diversify offshore delivery, and target the high-growth financial services sectors. I recently spoke with ResultsCX MD & CEO Rajesh Subramaniam about the d[...]

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• CX Services in 2024: Beyond GenAI

  Jan 05, 2024, by Ivan Kotzev

    2023 was a very dynamic year in CX services with large-scale market consolidation, significant growth deceleration, and sizable investment in AI technology, especially GenAI. In 2024, the role of agent augmentation technology will only increase, talent management will come to the forefront of vendor priorities, and clients will focus on delivery diversification, security, and reve[...]

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• Solving Business Challenges with GenAI: Interview with Bharath Vasudevan, Tech Mahindra

  Oct 04, 2023, by Ivan Kotzev

    I spoke with Bharath Vasudevan, Chief Capability Officer, Tech Mahindra Business Process Services, on the company’s investments in GenAI, the business challenges it addresses, and the longer-term effects on CX services. What are some of the immediate opportunities for using GenAI? Bharath Vasudevan (BV): Like every other technology disruption, at Tech Mahindra we look at [...]

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• Transcom Employs AI to Reinvent Multilingual CX

  Aug 16, 2023, by Ivan Kotzev

    AI-generated text and voice have significant applications in CX services, with multilingual support now offering the most transformative use cases. Transcom has been actively building its capabilities in AI voice with its T:Translate platform and already has live implementations. Integrating AI translation into the existing CX ecosystem T:Translate is an automated real-time tr[...]

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• Movate Moves Aggressively to Capture Generative AI Opportunities

  Jul 17, 2023, by Ivan Kotzev

    The opportunities and applications of generative AI are the most pressing topics for IT and CX managers alike. Movate is moving aggressively in the space by developing a set of offerings and platform accelerators and then piloting with enterprise brands to gain first-mover advantage. I spoke with Movate last week to discuss their generative AI journey and the first business outcomes [...]

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• Teleperformance on the Offensive with Plan to Acquire Majorel

  May 05, 2023, by Ivan Kotzev

    In the last week of March, Teleperformance made two significant announcements. The first was the planned acquisition of 100% of Majorel shares for a total consideration of €3bn, including €1bn of Teleperformance shares in exchange. The transaction will create a company with $12bn in annual revenue (end of 2023 estimate). The second statement came during the Q1 results, wher[...]

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• Conduent Doubles Down on Travel for CX Services Growth

  Apr 26, 2023, by Ivan Kotzev

    Travel and hospitality are among the fastest-growing CX services sectors in 2023, with the market recovering to pre-pandemic levels. However, while vendors and clients are trying to adapt to the increased demand, they face higher costs, changing customer requirements, and more IROPs. In February, Conduent was awarded a CX services contract by Virgin Atlantic to manage rebookings a[...]

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• Concentrix Combines with Webhelp, Intensifying CX Services Competition

  Mar 31, 2023, by Ivan Kotzev

    This week, Concentrix announced the planned acquisition of Webhelp in the largest CX services deal yet. The total transaction value for Concentrix is $4.8bn in the form of cash, stock, and a seller note for 100% of Webhelp. Upon closing the deal by the end of the year, Concentrix shareholders will own ~78% of the combined company, with Webhelp shareholders ~22%. Number 1 CX servic[...]

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• Concentrix B2B Sales Empowering Mid-Market Revenue Generation with High-Impact Interactions

  Jan 30, 2023, by Ivan Kotzev

    Revenue generation services are the fastest growing LOBs within CX outsourcing at over 9% CAAGR through 2026 globally (NelsonHall forecast). While the focus of most new revenue generation programs is on the consumer space, enterprise and mid-market client onboarding, sales, and retention are also becoming highly promising areas and the next growth engine for the leading CX services p[...]

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• 2023: The Beginning of CX Services Disruption?

  Dec 21, 2022, by Ivan Kotzev

    As we end a relatively successful and dynamic 2022 for CX services, here’s a look at some developments we expect in the new year. CX services market is slowing down The CX services market had a strong CY 2022, with most top 10 players registering high single-digit organic growth in Q3. The macroeconomic headwinds already started to impact the second half of 2022, with inc[...]

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• Tech Mahindra’s Allyis Acquisition Driving Content Transformation Services

  Oct 27, 2022, by Ivan Kotzev

    In January 2022, Tech Mahindra acquired BPS provider Allyis. Allyis offers digital experience, cloud, AI, & engineering, data & analytics, and technical support services and has actively built trust and safety, content moderation, and content enhancement services. The deal complements Tech Mahindra's strategy over the last seven years to acquire and expand into experience[...]

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• CSS Corp Rebrands as Movate & Positions OnDemand Work as Key Value Driver

  Sep 20, 2022, by Ivan Kotzev

    In September 2022, CSS Corp announced a new name and brand identity: Movate. "Movate" promotes the company's commitment to achieving outcomes for its clients and co-innovating with them. The brand signifies Momentum and Innovation, the two core themes for the company. A key part of Movate's innovation framework is flexible gig work and work-from-anywhere delivery. I[...]

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• Harvesting the Power of Machine Translation: Webhelp Polyglot

  Jun 09, 2022, by Ivan Kotzev

    Machine translation has been one of the fastest developing areas of AI in the last five years and has quickly become a target investment for CX services players. As the technology evolves from statistical analysis to the use of neural networks, CX services companies start to benefit at scale. Webhelp has been active in the space for several years, initially through partnerships with [...]

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• Majorel Buys Into Turkey’s CX Services Success Story

  Apr 28, 2022, by Ivan Kotzev

    Turkey has been a success story for nearshore European CX services for several years. At the start of 2022, Majorel officially acquired Mayen Telekomünikasyon Hizmetleri A.Ş. (Mayen), an independent Turkish BPO. In this blog, I review the growth of Turkey's CX services and its challenges, Majorel’s expansion in the region, and the opportunities arising from the deal. [...]

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