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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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latest vendor assessments:

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Covered vendor profiles within the CX Services Delivery & Transformation program

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NEAT analysis:

Cognitive CX Services 2020

Published on: February 6, 2020 by Ivan Kotzev
This NelsonHall Vendor Evaluation & Assessment Tool (NEAT) analyzes the performance of vendors offering cognitive customer experience services (CXS). 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 cost optimization, revenue generation, and CX improvement. Vendors evaluated for this NEAT are Atento, Comdata, Concentrix, CSS Corp, DXC Technology, HGS, Majorel, Sitel, Sutherland, Sykes, Tech Mahindra, Teleperformance, Webhelp, and WNS. To find out more, contact Guy Saunders at [email protected]
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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 [...]
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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 Delivery & Transformation:

  • ‘Work from Anywhere’ for CX Services: Q&A with Tech Mahindra’s Ritesh Idnani

    Jul 10, 2020, by Ivan Kotzev

      If there is a silver lining to the pandemic with respect to CX services, it is the changing perception of clients and providers on the pace of digital transformation and the role of frontline staff. In a conversation with Ritesh Idnani, President of Tech Mahindra, we discuss the compan[...]

  • COVID-19 Accelerating the Future of CX Work: Teleperformance EMEA

    Jun 04, 2020, by Ivan Kotzev

      The COVID-19 crisis is forcing a rethink of the CX delivery model with large contact centers. The fundamental question is how to maintain people’s health and safety in an open floor space with hundreds of seats, continuous face-to-face interactions, shared equipment, and 24x7 ope[...]

  • Supercharged Technical Support: Augmented Reality with CSS Corp’s KYRA

    May 18, 2020, by Ivan Kotzev

      In a new social distancing world, most traditional face-to-face customer service tasks have had to digitize quickly. This trend is not new, but for some processes, it required the adoption of emerging technology and different operational models. A prime example is customer premise visi[...]

  • Concentrix Messaging & Bots: Innovation During the COVID-19 Crisis

    Apr 14, 2020, by Ivan Kotzev

      One of the memes during the COVID-19 crisis asks ‘who led the digital transformation of your company?’ with the options of ‘the CEO’, ‘the CTO’, or ‘the virus’. The global emergency has severely impacted CX, forcing many organizations to [...]

  • Alorica Harnesses Technology to Engage Gen X, Y & Z Workforce

    Apr 06, 2020, by Ivan Kotzev

      High employee attrition rates are the norm in contact centers, with companies maintaining a constant recruitment, training, and onboarding pipeline. As generations X, Y, and Z come to represent the majority of the workforce, these new workers have different career aspirations, work val[...]

view all blog posts

latest blog posts on
CX Services Delivery & Transformation:

  • ‘Work from Anywhere’ for CX Services: Q&A with Tech Mahindra’s Ritesh Idnani

    Jul 10, 2020, by Ivan Kotzev

      If there is a silver lining to the pandemic with respect to CX services, it is the changing perception of clients and providers on the pace of digital transformation and the role of frontline staff. In a conversation with Ritesh Idnani, President of Tech Mahindra, we discuss the compan[...]

  • COVID-19 Accelerating the Future of CX Work: Teleperformance EMEA

    Jun 04, 2020, by Ivan Kotzev

      The COVID-19 crisis is forcing a rethink of the CX delivery model with large contact centers. The fundamental question is how to maintain people’s health and safety in an open floor space with hundreds of seats, continuous face-to-face interactions, shared equipment, and 24x7 ope[...]

  • Supercharged Technical Support: Augmented Reality with CSS Corp’s KYRA

    May 18, 2020, by Ivan Kotzev

      In a new social distancing world, most traditional face-to-face customer service tasks have had to digitize quickly. This trend is not new, but for some processes, it required the adoption of emerging technology and different operational models. A prime example is customer premise visi[...]

  • Concentrix Messaging & Bots: Innovation During the COVID-19 Crisis

    Apr 14, 2020, by Ivan Kotzev

      One of the memes during the COVID-19 crisis asks ‘who led the digital transformation of your company?’ with the options of ‘the CEO’, ‘the CTO’, or ‘the virus’. The global emergency has severely impacted CX, forcing many organizations to [...]

  • Alorica Harnesses Technology to Engage Gen X, Y & Z Workforce

    Apr 06, 2020, by Ivan Kotzev

      High employee attrition rates are the norm in contact centers, with companies maintaining a constant recruitment, training, and onboarding pipeline. As generations X, Y, and Z come to represent the majority of the workforce, these new workers have different career aspirations, work val[...]

view all blog posts

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