Vendor Analysis
published on Jan 12, 2018
Report Overview:
This NelsonHall assessment analyzes WNS' offerings and capabilities in customer experience services in the travel, transport, and hospitality sector.
Who is this Report for:
NelsonHall’s Customer Experience Services in Travel, Transport, and Hospitality profile on WNS is a comprehensive assessment of WNS’ offerings and capabilities designed for:
- Sourcing managers monitoring the capabilities of existing suppliers of CXS and identifying vendor suitability for CXS RFPs
- Vendor marketing, sales, and business managers looking to benchmark themselves against their peers
- Financial analysts and investors specializing in the support services sector.
Scope of this Report:
The report provides a comprehensive and objective analysis of WNS’ customer experience services in travel, transportation, and hospitality offerings and capabilities, and market and financial strengths, including:
- Identification of the company’s strategy, emphasis, and new developments
- Analysis of the company’s strengths, weaknesses, and outlook
- Revenue estimates
- Analysis of the profile of the company’s customer base including the company’s targeting strategy and examples of current contracts
- Analysis of the company’s offerings and key service components
- Analysis of the company’s delivery organization including the location of delivery sites.
Key Findings & Highlights:
WNS was established in 1996 as a captive center of British Airways. Its two largest segments of business are the travel and hospitality sector and shipping and logistics. For the travel sector, WNS provides revenue management, F&A, fulfillment services, customer experiences services, analytics, digital marketing, technology development and system integration, and consulting and automation.
It has ~4.5k employees dedicated to customer experiences services for the travel, transportation, and hospitality sector supporting voice, chat, social media, email, SMS, web, IVR, and white mail interactions in ~30 languages. It has ~50 clients including airlines, hotels, car rental companies, cruise lines, OTAs, travel management companies, timeshare companies, tour operators, airports, travel technology companies, and GDS providers.
WNS has a travel-focused toolkit consisting of a digital learning platform, a hiring and training methodology, an analytics suite, a technology and automation solution, and a range of travel domain-specific offerings such as guest relations and fulfillment.