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Search within: CX Services Delivery & Transformation:

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Confidence Index:

for CX Services Delivery & Transformation

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 Delivery & Transformation market.

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

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NEAT analysis:

Advanced Analytics BPS

Published on: June 6, 2019 by Ivan Kotzev
This NelsonHall Vendor Evaluation & Assessment Tool (NEAT) analyzes the performance of vendors offering advanced analytics business process 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 each of six industry sectors: BFSI, Healthcare, Manufacturing & High Tech, Retail & CPG, Telecom, and Travel, Transport & Hospitality. Vendors evaluated for this NEAT are: Capgemini, Concentrix, Conduent, EXL, Genpact, HGS, Infosys, NTT Data, Sutherland, Tech Mahindra, and WNS. To find out more, contact Guy Saunders 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

Latest CX Services Delivery & Transformation 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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featured blog posts on
CX Services Delivery & Transformation:

  • CSS Corp Addresses Commercial Challenges of Cognitive CX Transformation

    Nov 25, 2019, by Ivan Kotzev

      One of the main challenges facing front-office automation projects is the adoption of commercial terms protecting the interests of both clients and CX services providers. In an industry dominated by traditional per FTE and per hour/minute pricing, to be successful, end-to-end digital t[...]

  • Entering the Voice Bot Age: Tech Mahindra Launches m.ai.a

    Nov 01, 2019, by Ivan Kotzev

      Voice bots are a tiny part of the customer service and outsourced CX services market today. However, they are significant both in terms of investment and the attention they are receiving from organizations. In both smart home devices (voice assistants) and traditional telephony, voice [...]

  • Democratizing Analytics: Tech Mahindra Virtual Analyst

    Sep 30, 2019, by Ivan Kotzev

      A common theme in NelsonHall’s Advances in Analytics BPS market analysis is that organizations’ need to operationalize data has matured beyond BI and simple visualization. Companies do not want to wait days to build a report and weeks, or even months, to generate insights. [...]

  • CX Automation in Practice: Reality Check with Webhelp

    Sep 13, 2019, by Ivan Kotzev

      The inevitable automation of the contact center role has become such as surefire prediction in mass media, by CEOs, and even politicians, that a more realistic view of the industry may seem impossible. In this blog, I look at Webhelp’s assessment of the CX automation landscape an[...]

  • Will Crowdsourced Customer Service Get Solv(ed)?

    Jun 26, 2019, by Ivan Kotzev

      Crowdsourcing and different types of freelanced customer support models pre-date the current household names using these models in leisure and travel, personal transportation, and delivery services. Many of these early attempts died out because of poor business models, or remain effect[...]

view all blog posts

latest blog posts on
CX Services Delivery & Transformation:

  • CSS Corp Addresses Commercial Challenges of Cognitive CX Transformation

    Nov 25, 2019, by Ivan Kotzev

      One of the main challenges facing front-office automation projects is the adoption of commercial terms protecting the interests of both clients and CX services providers. In an industry dominated by traditional per FTE and per hour/minute pricing, to be successful, end-to-end digital t[...]

  • Entering the Voice Bot Age: Tech Mahindra Launches m.ai.a

    Nov 01, 2019, by Ivan Kotzev

      Voice bots are a tiny part of the customer service and outsourced CX services market today. However, they are significant both in terms of investment and the attention they are receiving from organizations. In both smart home devices (voice assistants) and traditional telephony, voice [...]

  • Democratizing Analytics: Tech Mahindra Virtual Analyst

    Sep 30, 2019, by Ivan Kotzev

      A common theme in NelsonHall’s Advances in Analytics BPS market analysis is that organizations’ need to operationalize data has matured beyond BI and simple visualization. Companies do not want to wait days to build a report and weeks, or even months, to generate insights. [...]

  • CX Automation in Practice: Reality Check with Webhelp

    Sep 13, 2019, by Ivan Kotzev

      The inevitable automation of the contact center role has become such as surefire prediction in mass media, by CEOs, and even politicians, that a more realistic view of the industry may seem impossible. In this blog, I look at Webhelp’s assessment of the CX automation landscape an[...]

  • Will Crowdsourced Customer Service Get Solv(ed)?

    Jun 26, 2019, by Ivan Kotzev

      Crowdsourcing and different types of freelanced customer support models pre-date the current household names using these models in leisure and travel, personal transportation, and delivery services. Many of these early attempts died out because of poor business models, or remain effect[...]

view all blog posts

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