featured posts:

• Omnichannel Entropy from a Customer Experience Perspective: Macy’s Journey

  Oct 18, 2017, by Ivan Kotzev

  The traditional (and now universally accepted as outdated) model for multi-channel support looked something like this, with differences primarily between the types or number of channels: However, as customers became digital and mobile, the model has shifted to something like this: This model originated with marketers and retailers, where omnichannel means the ability to purchase in t[...]

  read post

• Hungry for Hungary? Why the Country’s Talent Feast is Attracting International Investment

  Sep 27, 2017, by Nikki Edwards

    I was privileged to be invited recently to a customer and analyst event in Budapest, Hungary hosted by Cielo. Great, I thought – I’ve never been there, maybe I’ll see the Danube and a few historic buildings. And from that perspective, Budapest did not disappoint; it was understandable why there were so many tourists visiting, enjoying the hot September weather. But [...]

  read post

• Amelia Enhances its Emotional, Contextual, and Process Intelligence to Outwit Chatbots

  Jul 05, 2017, by John Willmott

  IPSoft's Amelia   NelsonHall recently attended the IPSoft analyst event in New York, with a view to understanding the extent to which the company’s shift into customer service has succeeded. It immediately became clear that the company is accelerating its major shift in focus of recent years from autonomics to cognitive agents. While IPSoft began in autonomics in support o[...]

  read post 1 comments

• Reshuffle in the European Customer Management Services Market: Comdata Acquires French Provider B2S

  Jul 05, 2017, by Ivan Kotzev

  On June 8th, Italian BPS provider Comdata announced the acquisition of the French group Izium, which includes the CMS provider B2S, for ~€200m. The acquisition will be the first entry for Comdata in France and will lift the company to a top 5 CMS provider in Europe with estimated proforma revenues of ~€750m for 2017. Entry into a mature and healthy French CX market Under the de[...]

  read post

• Closing the Gap in Healthcare: TeleTech’s Approach

  Jun 28, 2017, by Ivan Kotzev

    In April 2017, TeleTech acquired healthcare BPS provider Connextions for $80m. The acquisition makes healthcare the second largest vertical for TeleTech, expected to reach ~21% of their annual revenue at ~$300m. I spoke with TeleTech recently to discuss the acquisition and their focus on the healthcare space. TeleTech’s Healthcare Business at a Glance TeleTech’s hea[...]

  read post

• HGS Turns to Sheila & Veronica to Help Enhance the Digital Customer Experience

  May 30, 2017, by Ivan Kotzev

  NelsonHall recently attended the HGS Analyst and Advisory Summit in NYC. The event combined client perspectives with an update on the company’s healthcare business, a review of the latest offerings within its DigiCX suite of digital services, and discussion of the changing nature of customer experience (CX). Optimizing the healthcare payer member experience In 2015, HGS acquired a [...]

  read post

• Augmented Humans Will Expand the Digital CX Frontier: Lessons from Sitel Summit

  May 23, 2017, by Ivan Kotzev

    Last week, NelsonHall attended the Sitel Summit in Miami. Titled ‘Expanding the Digital CX Frontier’, the event was an opportunity for Sitel to update the analyst community on their new structure, introduce new senior executives, show its new global HQ, and share first-hand experiences of successful CX digital journeys. From contact center company to a group of global[...]

  read post

• WNS Brandttitude: Serving Marketers with Advanced Brand Analytics

  Apr 26, 2017, by Ivan Kotzev

    While Facebook banks on the smartphone camera to digitalize offline relationships, and sales people use Snapchat to sell real estate, the main challenges for marketers to reach this level of interaction are structural – how to visualize huge amounts of disparate data to get actionable insights fast at a granular level. Here I take a look at how one CMS vendor, WNS, is tackling [...]

  read post

• NelsonHall’s Blogging Year: A Selection From 2016

  Jan 25, 2017, by Rachael Stormonth

  NelsonHall analysts are regular bloggers, and while you might be familiar with a number of them, you might not be aware of the full range of topics that NelsonHall analysts blog about. We thought it was an opportune time to look back and pick out just a few of the many blog articles produced last year from different corners of NelsonHall research to give readers a flavour of the scope of our cover[...]

  read post

• CMS in 2017: Delivery & Transformation and Industry-Specific Predictions for the Year Ahead

  Jan 13, 2017, by Ivan Kotzev

  by Vicki Jenkins & Ivan Kotzev NelsonHall’s principal Customer Management Services analysts take a look at how the CMS market will shape up in 2017, with predictions for CMS delivery & transformation from Ivan Kotzev, and industry-specific predictions from Vicki Jenkins.   1. CMS Delivery & Transformation Predictions For CMS, 2016 marked a substantial shift i[...]

  read post

• Sykes’ Clearlink: Selling in the New Digital World

  Dec 08, 2016, by Ivan Kotzev

    Three watershed moments in online sales and support happened in November and went somewhat under the radar. At the beginning of the month, StatCounter reported that mobile surpassed desktop browsing for the first time at a global level. Then for the Singles Day in China, e-commerce retailers JD and Alibaba not only announced record sales, but the latter opened up the event internatio[...]

  read post

• Alorica Aims for CMS No. 1 Spot in U.S. with Bets on LATAM & CX Transformation

  Nov 28, 2016, by Ivan Kotzev

    NelsonHall recently attended Alorica’s analyst day in Guatemala City for an update on strategic developments. Here I take a look at how Alorica’s EGS integration is progressing, at the company’s U.S. nearshore strategy from LATAM, and at plans to drive CX transformation through consulting and analytics. EGS acquisition: a path to the global CMS top 3 As we covered[...]

  read post

• RPA Operating Model Guidelines, Part 3: From Pilot to Production & Beyond – The Keys to Successful RPA Deployment

  Nov 09, 2016, by John Willmott

  As well as conducting extensive research into RPA and AI, NelsonHall is also chairing international conferences on the subject. In July, we chaired SSON’s second RPA in Shared Services Summit in Chicago, and we will also be chairing SSON’s third RPA in Shared Services Summit in Braselton, Georgia on 1st to 2nd December. In the build-up to the December event we thought we would shar[...]

  read post

• RPA Operating Model Guidelines, Part 2: How to Identify High-Impact RPA Opportunities

  Nov 03, 2016, by John Willmott

    As well as conducting extensive research into RPA and AI, NelsonHall is also chairing international conferences on the subject. In July, we chaired SSON’s second RPA in Shared Services Summit in Chicago, and we will also be chairing SSON’s third RPA in Shared Services Summit in Braselton, Georgia on 1st to 2nd December. In the build-up to the December event we thought we [...]

  read post

• RPA Operating Model Guidelines, Part 1: Laying the Foundations for Successful RPA

  Oct 28, 2016, by John Willmott

    As well as conducting extensive research into RPA and AI, NelsonHall is also chairing international conferences on the subject. In July, we chaired SSON’s second RPA in Shared Services Summit in Chicago, and we will also be chairing SSON’s third RPA in Shared Services Summit in Braselton, Georgia on 1st to 2nd December. In the build-up to the December event we thought we [...]

  read post

• CMS Takes Center Stage for Conduent, the New Face of Xerox Services

  Oct 05, 2016, by Ivan Kotzev

    From January 1st 2017, Xerox will separate its business process services (BPS) business into a public company called Conduent (trading under the ticker CNDT on NYSE). Conduent will have approximately ~$7bn revenue and over 96k employees. I recently spoke with Chuck Koskovich, Executive Vice President Customer Care Services at Xerox Services, about the implications of the split o[...]

  read post 1 comments

• CSS Corp’s Enterprise Product Lifecycle Support: Integrating CX with Product Development

  Sep 15, 2016, by Ivan Kotzev

  The explosion of connected devices and IoT products promises a greater volume of technical support interactions and increased customer demand for proactive and always-on assistance through the lifecycle of a product. In turn, these requirements force customer experience (CX) providers to be involved with the product manufacturers at new levels, participating in development and testing, sales g[...]

  read post

• Analytics are the Key to Disruptive Customer Experience

  Sep 08, 2016, by Ivan Kotzev

  Over the last few months, I have held discussions with a number of leading customer management services (CMS) vendors and their clients regarding the increasing need for advanced analytics to drive step changes in customer experience (CX). Here, I reflect on the changing role of analytics as they take centre stage as the key to disruptive CX. How times have changed When I first participa[...]

  read post

• Teleperformance Forays into Interpretation Business with $1.5bn Acquisition

  Aug 23, 2016, by Ivan Kotzev

  On 22nd August, Teleperformance announced the acquisition of interpretation services provider LanguageLine Solutions (LLS) for $1.52bn. LanguageLine was founded in 1982 and is headquartered in Monterey, California. In 2015 it had revenues of $388m and adjusted EBITDA of $147m, and the company is expected have revenues of between $400m and $450m in 2016. It has ~8k interpreters, 92% of whom&[...]

  read post