featured posts:
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Omnichannel, Bots & the Future of CX: Q&A with Head of Prosodie-Capgemini, Erwan Le Duff
Nov 07, 2017, by Ivan KotzevThis month, Capgemini is launching a new version of its omnichannel cloud platform, Odigo™. I interviewed Erwan Le Duff, Head of Prosodie-Capgemini, about the new platform features, the evolution of self-service, and the future of customer experience. Below is a video of highlights from the interview, followed by a brief introduction to Odigo and a full transcript of the interview. [...]
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Transforming a Contact Center to a Profit Center: CSS Corp Client Study
Oct 30, 2017, by Ivan KotzevPost-sales support functions are typically cost centers: large, labor-intensive operations with significant overheads and no financially attributable benefit to the bottom line. This environment is changing, with organizations gradually understanding the revenue generation opportunities in support services such as technical support and afterlife maintenance. I recently had a co[...]
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Omnichannel Entropy from a Customer Experience Perspective: Macy’s Journey
Oct 18, 2017, by Ivan KotzevThe traditional (and now universally accepted as outdated) model for multi-channel support looked something like this, with differences primarily between the types or number of channels: However, as customers became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[...]
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Hungry for Hungary? Why the Country’s Talent Feast is Attracting International Investment
Sep 27, 2017, by Nikki EdwardsI 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 [...]
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Reshuffle in the European Customer Management Services Market: Comdata Acquires French Provider B2S
Jul 05, 2017, by Ivan KotzevOn 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[...]
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Amelia Enhances its Emotional, Contextual, and Process Intelligence to Outwit Chatbots
Jul 05, 2017, by John WillmottIPSoft'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[...]
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Closing the Gap in Healthcare: TeleTech’s Approach
Jun 28, 2017, by Ivan KotzevIn 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[...]
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HGS Turns to Sheila & Veronica to Help Enhance the Digital Customer Experience
May 30, 2017, by Ivan KotzevNelsonHall 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 [...]
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Augmented Humans Will Expand the Digital CX Frontier: Lessons from Sitel Summit
May 23, 2017, by Ivan KotzevLast 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[...]
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WNS Brandttitude: Serving Marketers with Advanced Brand Analytics
Apr 26, 2017, by Ivan KotzevWhile 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 [...]
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NelsonHall’s Blogging Year: A Selection From 2016
Jan 25, 2017, by Rachael StormonthNelsonHall 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[...]
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CMS in 2017: Delivery & Transformation and Industry-Specific Predictions for the Year Ahead
Jan 13, 2017, by Ivan Kotzevby 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[...]
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Sykes’ Clearlink: Selling in the New Digital World
Dec 08, 2016, by Ivan KotzevThree 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[...]
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Alorica Aims for CMS No. 1 Spot in U.S. with Bets on LATAM & CX Transformation
Nov 28, 2016, by Ivan KotzevNelsonHall 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[...]
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RPA Operating Model Guidelines, Part 3: From Pilot to Production & Beyond – The Keys to Successful RPA Deployment
Nov 09, 2016, by John WillmottAs 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[...]
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RPA Operating Model Guidelines, Part 2: How to Identify High-Impact RPA Opportunities
Nov 03, 2016, by John WillmottAs 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 [...]
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RPA Operating Model Guidelines, Part 1: Laying the Foundations for Successful RPA
Oct 28, 2016, by John WillmottAs 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 [...]
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CMS Takes Center Stage for Conduent, the New Face of Xerox Services
Oct 05, 2016, by Ivan KotzevFrom 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[...]
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CSS Corp’s Enterprise Product Lifecycle Support: Integrating CX with Product Development
Sep 15, 2016, by Ivan KotzevThe 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[...]
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Customer Experience in China: Teleperformance Welcomes the Digital Leap
Aug 18, 2017, by Ivan KotzevNelsonHall recently attended Teleperformance’s annual analyst event in Xi’an, China. The location was selected to highlight the strong growth of Teleperformance in China, and to showcase latest initiatives to extend its influence in this very distinctive customer experience market. Early entrant in China’s BPO market Teleperformance entered Beijing in 2007 wit[...]
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Virtual Assistant I Am! CSS Corp Looks to Yodaa
Jun 12, 2017, by Ivan KotzevThe idea that the future model of customer experience includes a high level of automation is already widespread. A whole ecosystem of developers and vendors is catering to an emerging mass market of bots and virtual assistants. And users and brands are discovering more applications of automated support over text and voice as bot libraries grow rapidly. While the learning curve for users is [...]
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Consolidation & Growth of the German CMS Market: A Quick Look at Regiocom
Mar 17, 2017, by Ivan KotzevOn 10th March, German energy BPS and ITO provider Regiocom completed the acquisition of customer management services (CMS) vendor SNT Deutschland to create a €230m provider focused on the German market. Here I take a closer look at the deal, and at the wider picture of consolidation and growth currently taking place in the German CMS market. An Energy BPS Specialist Regiocom G[...]
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CMS in Bulgaria: TeleTech Explores Multilingual Skills & Aims to Move up the Value Chain
Jan 31, 2017, by Ivan KotzevLast month, NelsonHall visited TeleTech’s delivery center in Sofia, Bulgaria, to discuss the company’s main European operations and the advantages and challenges of Bulgaria as a customer management services (CMS) delivery destination. From Sofica to TeleTech TeleTech acquired a local provider, Sofica Group, in 2014 and rebranded it in 2016. Sofica was one[...]
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South Africa and CMS BPO Services: The Importance of Conversational Skills
Oct 25, 2016, by Ivan KotzevLast week, NelsonHall attended the latest BPM Summit in Cape Town organized by BPeSA (Business Process enabling South Africa), the official trade body for the outsourcing and contact center industry in the Western Cape. The event provides an opportunity for potential investors, analysts, providers, and government officials to interact. Here I take a look at the appeal of South Africa[...]
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CSS Corp Chennai: Focused on Premium Technical Support & Agent Advancement
Oct 25, 2016, by NelsonHall AnalystNelsonHall recently visited CSS Corp’s contact center in Chennai, India to learn more about its operations and its current focus on developing its premium technical support services. The center opened in July 2010, supports 28 clients (primarily in the high tech and telecoms sectors), and has ~2,200 employees providing customer care, technical support, premium technical support[...]