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CX Services Transformation

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latest vendor assessments:

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NEAT analysis:

CX Services Transformation 2024

Published on: February 22, 2024 by Ivan Kotzev
This NelsonHall Vendor Evaluation & Assessment Tool (NEAT) analyzes the performance of vendors offering Customer Experience (CX) transformation services. 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, Arvato, Atento, Concentrix, Conduent, Firstsource, Foundever, HGS, Infosys, IntouchCX, Movate, ResultsCX, TaskUs, Tech Mahindra, Teleperformance, Transcom, and WNS Global Services. To find out more, contact Guy Saunders (EMEA) at [email protected] or Darrin Grove (N. America) at [email protected].
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Latest CX Services Transformation 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 [...]
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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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featured blog posts on
CX Services Transformation:

  • CX Services in 2025: Delivering Business Outcomes with GenAI

    Jan 28, 2025, by Ivan Kotzev

      Calendar 2024 was relatively muted for the global CX services market, with continued headwinds in large verticals in core North American and European geographies. In parallel, GenAI investments and rebalancing of the delivery portfolio challenged consistent margin improvement. 2025 [...]

    read post

  • WNS Analytics Innovates Through Productized Services

    Oct 11, 2024, by Ivan Kotzev

      In 2024, WNS rebranded and relaunched its analytics practice to include data, analytics, AI services, and consulting in a unified offering to enable decision intelligence. I spoke with Gautam Singh, the head of WNS Analytics, covering the opportunities and pitfalls of GenAI solutions, [...]

    read post

  • Movate AI to Drive Enterprise Reinvention at Scale with AI-First Framework

    Sep 03, 2024, by Ivan Kotzev

      In August, NelsonHall spoke with the leadership of Movate AI to discuss the market expectations and challenges of AI integration, their in-house holistic framework, target applications, existing deployments, and how the company plans to build commercial relationships around this AI rei[...]

    read post

  • Tech Mahindra Populii: Addressing AI Training Hypergrowth

    Apr 05, 2024, by Ivan Kotzev

      Populii is Tech Mahindra’s enterprise gig marketplace for data collection, user studies, and microtasks. NelsonHall recently spoke with Populii executives about the platform’s current capabilities and growth plans in support of the exploding AI data training market. Huma[...]

    read post

  • Solving Business Challenges with GenAI: Interview with Bharath Vasudevan, Tech Mahindra

    Oct 04, 2023, by Ivan Kotzev

      I spoke with Bharath Vasudevan, Chief Capability Officer, Tech Mahindra Business Process Services, on the company’s investments in GenAI, the business challenges it addresses, and the longer-term effects on CX services. What are some of the immediate opportunities for using Ge[...]

    read post
view all blog posts

latest blog posts on
CX Services Transformation:

  • CX Services in 2025: Delivering Business Outcomes with GenAI

    Jan 28, 2025, by Ivan Kotzev

      Calendar 2024 was relatively muted for the global CX services market, with continued headwinds in large verticals in core North American and European geographies. In parallel, GenAI investments and rebalancing of the delivery portfolio challenged consistent margin improvement. 2025 [...]

    read post

  • WNS Analytics Innovates Through Productized Services

    Oct 11, 2024, by Ivan Kotzev

      In 2024, WNS rebranded and relaunched its analytics practice to include data, analytics, AI services, and consulting in a unified offering to enable decision intelligence. I spoke with Gautam Singh, the head of WNS Analytics, covering the opportunities and pitfalls of GenAI solutions, [...]

    read post

  • Movate AI to Drive Enterprise Reinvention at Scale with AI-First Framework

    Sep 03, 2024, by Ivan Kotzev

      In August, NelsonHall spoke with the leadership of Movate AI to discuss the market expectations and challenges of AI integration, their in-house holistic framework, target applications, existing deployments, and how the company plans to build commercial relationships around this AI rei[...]

    read post

  • Tech Mahindra Populii: Addressing AI Training Hypergrowth

    Apr 05, 2024, by Ivan Kotzev

      Populii is Tech Mahindra’s enterprise gig marketplace for data collection, user studies, and microtasks. NelsonHall recently spoke with Populii executives about the platform’s current capabilities and growth plans in support of the exploding AI data training market. Huma[...]

    read post

  • Solving Business Challenges with GenAI: Interview with Bharath Vasudevan, Tech Mahindra

    Oct 04, 2023, by Ivan Kotzev

      I spoke with Bharath Vasudevan, Chief Capability Officer, Tech Mahindra Business Process Services, on the company’s investments in GenAI, the business challenges it addresses, and the longer-term effects on CX services. What are some of the immediate opportunities for using Ge[...]

    read post
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