featured posts:
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Concentrix VOC: Measuring CX Transformation
May 03, 2019, by Ivan KotzevDespite the evolution of contact center technology (think conversational AI), the spread of digital channels (think smart speakers), and the dramatic change in the ways companies interact with customers (think mobile-first), the industry KPIs for measuring the impact of these transformations remain limited. CSAT, NPS, and more recently, Customer Effort Scores (CES) measure different elements o[...]
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Proactive Social Media Engagement: Best Practices from Startek & Aegis
Apr 17, 2019, by Ivan KotzevConsumers are evolving their preferred ways of interacting on social media: ‘spontaneous’ stories are replacing produced content, transparency and privacy are driving the spread of private groups and influencing regulatory push, and machine learning is personalizing conversational commerce. The impact on brands is greater need for new types of content, investments in automation and[...]
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Chat Services: Teleperformance’s Playbook & Targets
Mar 27, 2019, by Ivan KotzevIn NelsonHall’s 2017 report, ‘Multi-Channel CMS – Delivering Digital Customer Experience’, I forecast that the chat channel, in all its forms, would become 18% of the global CX services outsourcing market by 2020, growing by 30% CAGR. What fuels this sizable growth are the many benefits to brands offering sales and support over text channels, the advancement o[...]
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Enabling CX Digitalization: A Look at CSS Corp's Yodaa
Dec 20, 2018, by Ivan KotzevIn this vlog Ivan Kotzev looks at CSS Corp’s digital experience suite Yodaa and how it unifies the company’s analytics, automation, and multichannel tools and models for digitalizing support.[...]
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The CX Consulting Race: New Players, New Models, and Tech Mahindra’s Example
Nov 06, 2018, by Ivan KotzevNelsonHall has recently published a report on Digital Customer Experience Services, and one of the trends explored is the evolving competition in customer experience (CX) consulting. The traditional ecosystem includes distinct players with clear-cut roles: Big five management consulting firms such as Deloitte or PwC, providing strategy-level advisory which covers CX Niche UX [...]
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Arvato CRM’s JV with Saham Group Consolidates EMEA Position
Sep 21, 2018, by Ivan KotzevBertelsmann, the parent company of Arvato CRM Solutions, has announced plans to combine Arvato CRM with the CX services business of the Pan-African Saham Group. The joint venture will have 50/50 ownership, with ~ €1.2bn combined annual revenues and ~48k employees in 25 countries. The deal is expected to close in January 2019. Saham Group & partnership history Founded in 1995 in [...]
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The CX Workforce Challenge & How Vendors Are Responding
Aug 31, 2018, by Ivan KotzevIn February, industry veteran and CEO of SYKES, Chuck Sykes, commented during the earnings call on CX services market trends: ‘… in the U.S., at least in my time, there is no time in the company's history that I can recall seeing this level of labor challenge. And it actually is something that you're going to see in a lot of developed countries around the world.&[...]
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Tech Mahindra BPS’ Approach to CX Process Automation
Jul 23, 2018, by Ivan KotzevCurrently, the level of automation in the front-office is lower than it is for middle and back-office processes, with reasons including the lower cost of handling customer-facing processes, established offshore models for labor arbitrage, and lack of client interest. However, the upside of this relatively slow uptake is that automation can now be applied to multiple areas of CX, incl[...]
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9 Key Stages of Adoption for Next Generation Customer Service
Feb 16, 2018, by Ivan KotzevIn our latest CX services research in collaboration with NASSCOM, we identified the 9 key stages of adoption for next generation customer service, as shown in the following infographic. Insights into the differences across client industries and the best practices applied by vendors are available in NelsonHall’s Customer Experience Services program. For more information, contact [...]
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Arvato UK&I: Bringing Digital & Automation to CX
Dec 04, 2017, by Ivan KotzevRecently, I had a chance to visit Arvato’s U.K. and Ireland HQ in Slough, ~20 miles (30km) west of London, to witness its customer experience operations and how the company is applying digital channels and automation. A mix of public and private sector clients Arvato U.K. & Ireland provides customer experience services, finance and accounting (record to report, order [...]
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Omnichannel, Bots & the Future of CX: Q&A with Head of Prosodie-Capgemini, Erwan Le Duff
Nov 07, 2017, by Ivan KotzevThis month, Capgemini is launching a new version of its omnichannel cloud platform, Odigo™. I interviewed Erwan Le Duff, Head of Prosodie-Capgemini, about the new platform features, the evolution of self-service, and the future of customer experience. Below is a video of highlights from the interview, followed by a brief introduction to Odigo and a full transcript of the interview. [...]
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Transforming a Contact Center to a Profit Center: CSS Corp Client Study
Oct 30, 2017, by Ivan KotzevPost-sales support functions are typically cost centers: large, labor-intensive operations with significant overheads and no financially attributable benefit to the bottom line. This environment is changing, with organizations gradually understanding the revenue generation opportunities in support services such as technical support and afterlife maintenance. I recently had a co[...]
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Omnichannel Entropy from a Customer Experience Perspective: Macy’s Journey
Oct 18, 2017, by Ivan KotzevThe traditional (and now universally accepted as outdated) model for multi-channel support looked something like this, with differences primarily between the types or number of channels: However, as customers became digital and mobile, the model has shifted to something like this: This model originated with marketers and retailers, where omnichannel means the ability to purchase in t[...]
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HGS Turns to Sheila & Veronica to Help Enhance the Digital Customer Experience
May 30, 2017, by Ivan KotzevNelsonHall recently attended the HGS Analyst and Advisory Summit in NYC. The event combined client perspectives with an update on the company’s healthcare business, a review of the latest offerings within its DigiCX suite of digital services, and discussion of the changing nature of customer experience (CX). Optimizing the healthcare payer member experience In 2015, HGS acquired a [...]
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Augmented Humans Will Expand the Digital CX Frontier: Lessons from Sitel Summit
May 23, 2017, by Ivan KotzevLast week, NelsonHall attended the Sitel Summit in Miami. Titled ‘Expanding the Digital CX Frontier’, the event was an opportunity for Sitel to update the analyst community on their new structure, introduce new senior executives, show its new global HQ, and share first-hand experiences of successful CX digital journeys. From contact center company to a group of global[...]
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WNS Brandttitude: Serving Marketers with Advanced Brand Analytics
Apr 26, 2017, by Ivan KotzevWhile Facebook banks on the smartphone camera to digitalize offline relationships, and sales people use Snapchat to sell real estate, the main challenges for marketers to reach this level of interaction are structural – how to visualize huge amounts of disparate data to get actionable insights fast at a granular level. Here I take a look at how one CMS vendor, WNS, is tackling [...]
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CMS in 2017: Delivery & Transformation and Industry-Specific Predictions for the Year Ahead
Jan 13, 2017, by Ivan Kotzevby 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[...]
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Sykes’ Clearlink: Selling in the New Digital World
Dec 08, 2016, by Ivan KotzevThree watershed moments in online sales and support happened in November and went somewhat under the radar. At the beginning of the month, StatCounter reported that mobile surpassed desktop browsing for the first time at a global level. Then for the Singles Day in China, e-commerce retailers JD and Alibaba not only announced record sales, but the latter opened up the event internatio[...]
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CMS Takes Center Stage for Conduent, the New Face of Xerox Services
Oct 05, 2016, by Ivan KotzevFrom January 1st 2017, Xerox will separate its business process services (BPS) business into a public company called Conduent (trading under the ticker CNDT on NYSE). Conduent will have approximately ~$7bn revenue and over 96k employees. I recently spoke with Chuck Koskovich, Executive Vice President Customer Care Services at Xerox Services, about the implications of the split o[...]
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CSS Corp’s Enterprise Product Lifecycle Support: Integrating CX with Product Development
Sep 15, 2016, by Ivan KotzevThe explosion of connected devices and IoT products promises a greater volume of technical support interactions and increased customer demand for proactive and always-on assistance through the lifecycle of a product. In turn, these requirements force customer experience (CX) providers to be involved with the product manufacturers at new levels, participating in development and testing, sales g[...]
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Analytics are the Key to Disruptive Customer Experience
Sep 08, 2016, by Ivan KotzevOver the last few months, I have held discussions with a number of leading customer management services (CMS) vendors and their clients regarding the increasing need for advanced analytics to drive step changes in customer experience (CX). Here, I reflect on the changing role of analytics as they take centre stage as the key to disruptive CX. How times have changed When I first participa[...]
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Virtual Assistant I Am! CSS Corp Looks to Yodaa
Jun 12, 2017, by Ivan KotzevThe idea that the future model of customer experience includes a high level of automation is already widespread. A whole ecosystem of developers and vendors is catering to an emerging mass market of bots and virtual assistants. And users and brands are discovering more applications of automated support over text and voice as bot libraries grow rapidly. While the learning curve for users is [...]
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CMS in Bulgaria: TeleTech Explores Multilingual Skills & Aims to Move up the Value Chain
Jan 31, 2017, by Ivan KotzevLast month, NelsonHall visited TeleTech’s delivery center in Sofia, Bulgaria, to discuss the company’s main European operations and the advantages and challenges of Bulgaria as a customer management services (CMS) delivery destination. From Sofica to TeleTech TeleTech acquired a local provider, Sofica Group, in 2014 and rebranded it in 2016. Sofica was one[...]
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Sitel Presents its CX Vision Nine Months After Acquisition by Acticall
Jul 18, 2016, by Ivan KotzevNelsonHall recently attended Sitel’s European Customer Day in Paris. The event was an opportunity for Sitel to update the analyst community on the progress it is making with company restructuring following its acquisition by French BPO vendor Acticall, and to present to its clients and stakeholders a vision of the future – not just for contact center outsourcing, but for customer e[...]
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Driving Sales with CMS Analytics at Firstsource Mumbai
Jun 24, 2016, by Ivan KotzevThe traditional inbound phone sales process is giving way to a multichannel environment, where the customer is in control – usually visiting the company website first and expecting to connect with a sales rep immediately, more commonly over webchat, and then deciding on a purchase. The challenges for customer service teams are two-fold: Training agents to sell via chat, with all the re[...]