Apr 26, 2023, by Ivan Kotzev
Travel 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.
In February, Conduent was awarded a CX services contract by Virgin Atlantic to manage rebookings a[...]
Aug 05, 2019, by Ivan Kotzev
A 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 behavior more frequently, creating micro-segments.
However, while having a wealth of data such as cu[...]
May 01, 2018, by Ivan Kotzev
For 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 regulations (e.g. Eurotariff) have eroded the significance of the telecoms sector for CX services provide[...]
Dec 13, 2017, by Ivan Kotzev
I 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 the ways customer service can drive ecommerce and augment sales.
Digital as a force for disruption[...]
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[...]
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[...]