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Confidence Index:

for CX Services by Industry Sector

NelsonHall Confidence Index is a quarterly survey to measure changing levels of business confidence within CX Services

Join NelsonHall CX Services Confidence Index:

Every quarter NelsonHall publishes the NelsonHall CX Services Confidence Index, a Quarterly Index of Confidence that monitors changes in industry confidence in the global CX Services by Industry Sector market.

For a sample report and details of how to join NelsonHall's CX Services Confidence Index, please contact us

CX Services by Industry Sector

Insightful Analysis to Drive Your Customer Experience (CX) Services strategy. NelsonHall's Customer Experience (CX) Services program is designed for organizations who need to understand, adopt, and optimize the next generation of customer service models for their business, including omni-channel services and the application of advanced analytics, alongside traditional voice and other contact center services.

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latest vendor assessments:

NelsonHall keeps tabs on all these vendors so that you don't have to do so, providing all the analysis of vendor capabilities that you require for shortlist selection

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Vendor coverage

Covered vendor profiles within the CX Services by Industry Sector program

latest market analysis
in CX Services by Industry Sector:

  • CX Services in Energy and Utility

    Dec 18, 2018 | Market Analysis by Ivan Kotzev

    The global CX services market (excluding collections) for the energy and utility sector is ~7% of the global industry and is growing at ~3.0% CAAGR (against a market average of 5.1%). Europe is the biggest market at (~40%), followed by North America. The sector revenues in APAC are growing faster than the overall market, at ~4.8% CAAGR througho [...]

    Table of contents:

    • 1. Introduction
    • 2. Changing Shape of CX Services in E&U
    • 3. Customer Requirements
    • 4. Market Size and Growth
    • 5. Vendor Market Shares
    • 6. Vendor Offerings and Targeting
    • 7. Delivery in CX Services in Energy and Utilities
    • 8. Selection Criteria, Challenges, and Success Factors
    • Appendix I – Vendors Researched
    view this reportdownload abstract
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NEAT analysis:

CX Services in Energy & Utilities

Published on: February 6, 2019 by Ivan Kotzev
This NelsonHall Vendor Evaluation & Assessment Tool (NEAT) analyzes the performance of vendors offering customer experience (CX) services in the Energy & Utilities sector. 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 a specific focus on cost optimization, revenue generation, and CX improvement. Vendors evaluated for this NEAT are: Alorica, Atento, Capita, Comdata Group, iQor, TCS, Unisono, Wipro, and WNS. To find out more, contact Keith MacLean at [email protected]
request access to NEAT Weighted scores and score breakdown are only available for clients with access. Access is free to the buy-side community, and given upon registration. Please login now or register for NEAT for full access to this functionality
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Latest CX Services by Industry Sector Client Perspective

Latest CX Services by Industry Sector 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.

access forecast tool

featured blog posts on
CX Services by Industry Sector:

  • The End of Telecoms Sector Dominance in CX Services?

    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 regul[...]

    read post

  • CPG’s Digital CX Future: Notes from HGS Forum

    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 t[...]

    read post

  • Closing the Gap in Healthcare: TeleTech’s Approach

    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 [...]

    read post

  • CMS in 2017: Delivery & Transformation and Industry-Specific Predictions for the Year Ahead

    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. &nbs[...]

    read post

  • Alorica Acquires EGS to Become Global Top 3 CMS Vendor: Healthcare Business Key to Growth

    Jun 02, 2016, by Vicki Jenkins

    Andy Lee, Alorica founder and CEO, shared with me last summer that his goal was to become the number one CMS vendor (by revenue) serving N. America. Well, now he is closing in on that goal, with Alorica entering into a stock purchase agreement to acquire Expert Global Solutions (EGS). With EGS, we e[...]

    read post
view all blog posts

latest blog posts on
CX Services by Industry Sector:

  • The End of Telecoms Sector Dominance in CX Services?

    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 regul[...]

    read post

  • CPG’s Digital CX Future: Notes from HGS Forum

    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 t[...]

    read post

  • Closing the Gap in Healthcare: TeleTech’s Approach

    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 [...]

    read post

  • CMS in 2017: Delivery & Transformation and Industry-Specific Predictions for the Year Ahead

    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. &nbs[...]

    read post

  • Alorica Acquires EGS to Become Global Top 3 CMS Vendor: Healthcare Business Key to Growth

    Jun 02, 2016, by Vicki Jenkins

    Andy Lee, Alorica founder and CEO, shared with me last summer that his goal was to become the number one CMS vendor (by revenue) serving N. America. Well, now he is closing in on that goal, with Alorica entering into a stock purchase agreement to acquire Expert Global Solutions (EGS). With EGS, we e[...]

    read post
view all blog posts

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