latest market analysis
in CX Services by Industry:
CX Services in Startups & Emerging Brands
Feb 15, 2023 | Market Analysis by Ivan Kotzev
NelsonHall’s market analysis of CX services for startups and emerging brands consists of 93 pages [...]view this reportdownload abstract
NEAT analysis:
CX Services in Startups & Emerging Brands 2022
Published on: November 15, 2022 by Ivan KotzevLatest CX Services by Industry Client Perspective
Customer Experience Services in Telecom and Media
Aug 18, 2020 | Customer Perspectives by Ivan Kotzev
NelsonHall's client perspective of Customer Experience Services in Telecom and Media Customer Perspective consists of 22 pages. [...]view this reportdownload abstract
Latest CX Services by Industry Market Forecast
Global CMS Market Forecast: 2015 - 2019
Nov 27, 2015 | Market Forecast by NelsonHall Analyst
NelsonHall's "Global Customer Management Services Market Forecast: 2015-2019" consists of 64 pages. It is a comprehensive forecast of the customer management services (CMS) market and is complemented by NelsonHall's self-service forecasting facility which enables users to download forecasts and vendor shares tailored to their need [...]view this reportdownload abstract
NelsonHall's Self-Service Forecast Tool
This new tool is aimed at assisting executives in accessing the precise market size, growth, and vendor share information they require rapidly and cost-effectively, in support of more-informed decision-making.
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CX Services by Industry:
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Conduent Doubles Down on Travel for CX Services Growth
Apr 26, 2023, by Ivan KotzevTravel 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. [...]
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Comdata: How Customer Insights Are Transforming CX in Retail & CPG
Aug 05, 2019, by Ivan KotzevA common theme in the upcoming NelsonHall CX Services in Retail & CPG report is the increasing need by sector clients to generate and operationalize insights from their customers. Technology has shifted the power to consumers who are less loyal to brands and change their buying beh[...]
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The End of Telecoms Sector Dominance in CX Services?
May 01, 2018, by Ivan KotzevFor many years, the telecoms sector has been the dominant market for customer experience (CX) services providers. However, over the last few years, consolidation, flat performance, decreasing margins caused by market saturation, new digital models and competitors, and unfavorable regul[...]
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CPG’s Digital CX Future: Notes from HGS Forum
Dec 13, 2017, by Ivan KotzevI recently attended HGS’ forum on the trends and challenges in CX for the European Consumer Packaged Goods (FMCG) market. In the company’s West London center, clients and prospects including Colgate, Danone, L’Oréal, Nespresso, Nomad Foods, and Mars discussed t[...]
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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 [...]
latest blog posts on
CX Services by Industry:
-
Conduent Doubles Down on Travel for CX Services Growth
Apr 26, 2023, by Ivan KotzevTravel 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. [...]
-
Comdata: How Customer Insights Are Transforming CX in Retail & CPG
Aug 05, 2019, by Ivan KotzevA common theme in the upcoming NelsonHall CX Services in Retail & CPG report is the increasing need by sector clients to generate and operationalize insights from their customers. Technology has shifted the power to consumers who are less loyal to brands and change their buying beh[...]
-
The End of Telecoms Sector Dominance in CX Services?
May 01, 2018, by Ivan KotzevFor many years, the telecoms sector has been the dominant market for customer experience (CX) services providers. However, over the last few years, consolidation, flat performance, decreasing margins caused by market saturation, new digital models and competitors, and unfavorable regul[...]
-
CPG’s Digital CX Future: Notes from HGS Forum
Dec 13, 2017, by Ivan KotzevI recently attended HGS’ forum on the trends and challenges in CX for the European Consumer Packaged Goods (FMCG) market. In the company’s West London center, clients and prospects including Colgate, Danone, L’Oréal, Nespresso, Nomad Foods, and Mars discussed t[...]
-
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 [...]
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Concentrix Announces Q2 FY24 Revenues Up 47.4% (Up 4% in CC) to $2,380.7m
Jun 26, 2024 | Financial Results by Ivan Kotzev
Accenture Announces Q3 FY24 Revenues Down 0.6% (Up 1.4% in CC) to $16,467m
Jun 20, 2024 | Financial Results by Aaron Triplett
ACT Adds 800 CX Services Roles in Norman, OK
Jun 20, 2024 | New Offerings by Ivan Kotzev
Qualfon Partners with Accurity Solutions for Trust and Safety Services
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Accenture to Acquire Fibermind to Expand Telecoms Network Engineering Services Capabilities in Italy
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Indra Completes Totalnet Acquisition in Uruguay
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TELUS International to Rebrand to TELUS Digital Experience
Jun 13, 2024 | Organizational Change by Ivan Kotzev
Atos to Sell Worldgrid to Alten for €270m
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Atos Selects Onepoint Consortium for Financial Restructuring
Jun 11, 2024 | Mergers and Acquisitions by Dominique Raviart
NTT DATA Acquires Majority Stake in ProvenTech to Enhance SAP Capabilities in India
Jun 11, 2024 | Mergers and Acquisitions by John Laherty