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 Vicki Jenkins
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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Accenture Ventures Invests in Writer GenAI Platform
Sep 18, 2023 | Mergers and Acquisitions by Rachael Stormonth
Continuum Acquires Faneuil to Expand CX Services Scale in the U.S.
Sep 12, 2023 | Mergers and Acquisitions by Ivan Kotzev
Capgemini To Acquire Exiger’s FCC Unit to Expand Financial Crime Compliance Advisory Capabilities
Sep 08, 2023 | Mergers and Acquisitions by Dominique Raviart
Arteria Awarded CX Services Contract by PKP Intercity
Sep 06, 2023 | Contracts by Ivan Kotzev
Accenture Acquires Nautilus Consulting to Expand Cerner Capabilities in U.K.
Sep 05, 2023 | Mergers and Acquisitions by Rachael Stormonth
Hinduja Global Solutions Awarded CX Services Contract by UK Government Digital Service
Sep 05, 2023 | Contracts by Ivan Kotzev
Fujitsu Acquires SAP Consultancy Innovation Consulting Services
Sep 04, 2023 | Mergers and Acquisitions by John Laherty
Accenture Acquires ATI Solutions Group to Expand OT Advisory Capabilities in Western Australia
Aug 29, 2023 | Mergers and Acquisitions by Rachael Stormonth
Sopra Steria In Negotiations to Acquire Cabinet Office's Stake in SSCL
Aug 27, 2023 | Mergers and Acquisitions by Dominique Raviart
IBM to Sell The Weather Company to Francisco Partners
Aug 22, 2023 | Mergers and Acquisitions by Dominique Raviart