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WNS - Customer Experience Services in Travel, Transport, and Hospitality

Vendor Analysis

by Ivan Kotzev

published on Jan 12, 2018

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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. 

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