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Search within: Customer Experience Services:

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Access our analyst expertise:

Only NelsonHall clients who are logged in have access to our analysts and advisors for their expert advice and opinion.

To find out more about how NelsonHall's analysts and sourcing advisors can assist you with your strategy and engagements, please contact our sales department here.

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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!

These documents are available to logged in clients that have purchased access to this program.

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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

transcosmos in Customer Experience Services

Find here the NelsonHall Research related to within the Customer Experience Services program

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This vendor is not part of the KVA program

Content Transformation 2023

published 2023-08-15 | Project by Ivan Kotzev

This NelsonHall Vendor Evaluation & Assessment Tool (NEAT) analyzes the performance of customer experience (CX) vendors offering content transformation services. This encompasses content moderation services, which includes trust and safety and community management; and content creative services, focused on marketing back-office activities such as editing, localization, and labelling, plus some AI training. 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 with specific capability in CX improvement, cost optimization, and revenue generation. Vendors evaluated for this NEAT are: Alorica, Concentrix, Conectys, Foundever, Majorel, Sutherland Global Services, TaskUs, Tech Mahindra, Teleperformance, TELUS International, transcosmos, and Wipro. To find out more, contact Guy Saunders at [email protected].
view NEAT report all Customer Experience Services NEAT reports about NEAT

Published reports:

published reports related to transcosmos within the Customer Experience Services program

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Discover the benefits of the CMS program

NelsonHall's Customer Management Services program supports you in enhancing your organization's sourcing performance. It will help you to:

  • Analyze how contact center outsourcing can be applied to your organization
  • Assess the scope of customer services that can be outsourced and why
  • Quantify the benefits and risks associated with outsourcing processes within your customer service function
  • Identify the most appropriate vendors and understand their individual philosophies, approaches and delivery capability
  • Learn from the experience of other organizations in your sector that have already outsourced elements of their customer handling and analytics functions
  • Keep abreast of changing delivery approaches within customer mangement services.


It also provides expert support to customer management services vendors, specifically business development and marketing personnel, helping them to:

  • Increase bid success through improved positioning of proposals against client requirements
  • Maintain the competitiveness of current service offerings
  • Identify emerging requirements and service opportunities
  • Track key developments within the CMS marketplace, including contract awards and new service announcements
  • Understand the strategies and capabilities of potential bid partners through access to detailed customer management services vendor assessments.
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