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Vendor coverage

Covered vendor profiles within the Vendor Intelligence Program program

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Service Line Definitions

Contains NelsonHall's BPS service line definitions covering all front-office, industry-specific, and back-office BPS services.

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NEAT reports results:

  • CMS in Healthcare

    Jul 01, 2015 by Vicki Jenkins
    This NelsonHall Vendor Evaluation & Assessment Tool (NEAT) analyzes the performance of vendors offering CMS services specifically for the Healthcare sector, covering both Payer and Provider support. 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 in areas such as Payer Capability, Provider Capability, Back-Office Capability, Cost Reduction, and Multi-Channel. Vendors evaluated include Concentrix, Convergys, EGS, EXL, HGS, Sitel Corporation, Sutherland Global Services, Sykes Enterprises, TeleTech, and Teleperformance. To find out more, contact Guy Saunders at [email protected].
    [read more]

  • Payroll BPO 2015

    Jun 26, 2015 by Elizabeth Rennie
    NelsonHall's 2015 Payroll BPO NEAT analyzes the performance of vendors offering Payroll business process outsourcing services. The NEAT tool allows NelsonHall customers to establish the capability of each a number of vendors against a number of different business situations. Vendors within this NEAT analysis include: ADP Employer Services, Capita, Ceridian, NGA Human Resources, OneSource Virtual, Raet, Ramco Systems, SafeGuard World International, SD Worx, Sopra Steria, and Talent2. This material is NelsonHall copyright and proprietary and no part is to be shared, reproduced or distributed in any form, or by any means, or stored in a database or retrieval system, without the prior written permission of NelsonHall. NelsonHall exercises its best efforts in the preparation of the information provided and believes the information contained herein to be accurate. However, NelsonHall shall have no liability for any loss or expense that may result from incompleteness or inaccuracy of the information provided.
    [read more]

  • Procurement BPO 2015

    Jun 03, 2015 by Rachael Stormonth
    NelsonHall's Procurement BPO NEAT analyzes the performance of vendors offering Procurement business process outsourcing services. The NEAT tool allows NelsonHall customers to establish the capability of each a number of vendors in a number of differing geographies and according to differing business situations. Vendors within this NEAT analysis include: Accenture, Aegis, CapGemini, DSSI, ExperBuy, Genpact, GEP, HCL Technologies, Infosys, IBM, Optimum Procurement Group, Proxima, Tata Consultancy Services and Xchanging. This material is NelsonHall copyright and proprietary and no part is to be shared, reproduced or distributed in any form, or by any means, or stored in a database or retrieval system, without the prior written permission of NelsonHall. NelsonHall exercises its best efforts in the preparation of the information provided and believes the information contained herein to be accurate. However, NelsonHall shall have no liability for any loss or expense that may result from incompleteness or inaccuracy of the information provided.
    [read more]

  • H&W Benefits Administration BPO

    Apr 07, 2015 by Amy Gurchensky
    NelsonHall's H&W Benefits Administration NEAT analyzes the performance of vendors offering Health & Welfare BPO services. Vendors within this NEAT analysis include ADP, Aon Hewitt, Businessolver, Ceridian, Empyrean, Fidelity, Mercer, Morneau Shepell, Secova, Towers Watson, WageWorks, Xerox Services. This material is NelsonHall copyright and proprietary and no part is to be shared, reproduced or distributed in any form, or by any means, or stored in a database or retrieval system, without the prior written permission of NelsonHall. NelsonHall exercises its best efforts in the preparation of the information provided and believes the information contained herein to be accurate. However, NelsonHall shall have no liability for any loss or expense that may result from incompleteness or inaccuracy of the information provided.
    [read more]

  • Mortgage & Loan BPO

    Mar 18, 2015 by Andy Efstathiou
    NelsonHall's Mortgage & Loan BPO NEAT analyzes the performance of vendors offering retail banking mortgage and loan outsourcing services. Vendors within this NEAT analysis include Accenture, Cognizant, EXL Service, Genpact, HCL Technologies, iGate, Infosys, Tata Consultancy Services, Wipro, WNS Global Services, and Xerox. This material is NelsonHall copyright and proprietary and no part is to be shared, reproduced or distributed in any form, or by any means, or stored in a database or retrieval system, without the prior written permission of NelsonHall. NelsonHall exercises its best efforts in the preparation of the information provided and believes the information contained herein to be accurate. However, NelsonHall shall have no liability for any loss or expense that may result from incompleteness or inaccuracy of the information provided.
    [read more]

  • RPO 2015

    Mar 04, 2015 by Elizabeth Rennie
    NelsonHall's RPO NEAT analyzes the performance of vendors offering recruitment processing outsourcing services. Vendors within this NEAT analysis include ADP RPO, Alexander Mann, Allegis Global Solutions, Aon Hewitt, Cielo, Futurestep, Hudson, IBM, KellyOCG, ManPowerGroup, Novotus, PeopleScout, PeopleStrong, Seven Step RPO, and WilsonHCG. This material is NelsonHall copyright and proprietary and no part is to be shared, reproduced or distributed in any form, or by any means, or stored in a database or retrieval system, without the prior written permission of NelsonHall. NelsonHall exercises its best efforts in the preparation of the information provided and believes the information contained herein to be accurate. However, NelsonHall shall have no liability for any loss or expense that may result from incompleteness or inaccuracy of the information provided.
    [read more]

  • WAHA CMS

    Feb 25, 2015 by NelsonHall Analyst
    NelsonHall's Work At Home Agent (WAHA) CMS NEAT analyzes the performance of vendors offering WAHA-based customer management services. Vendors within this NEAT analysis are Arise, Convergys, Firstsource, LiveOps, Sitel, Sutherland, Sykes and Teleperformance. This material is NelsonHall copyright and proprietary and no part is to be shared, reproduced or distributed in any form, or by any means, or stored in a database or retrieval system, without the prior written permission of NelsonHall. NelsonHall exercises its best efforts in the preparation of the information provided and believes the information contained herein to be accurate. However, NelsonHall shall have no liability for any loss or expense that may result from incompleteness or inaccuracy of the information provided.
    [read more]

  • Application Outsourcing

    Jan 14, 2015 by Dominique Raviart
    NelsonHall's NEAT for Application Outsourcing (AO) evaluates the performance of vendors offering AO services. The NEAT tool allows NelsonHall customers to assess the capability of vendors across a range of criteria and business situations. Vendors within this NEAT analysis are: Accenture, Amdocs, Atos, CGI, Capgemini, Cognizant, HCL Technologies, HP Enterprise Services, Infosys, TCS, Tech Mahindra, Unisys, and Wipro. This material is NelsonHall copyright and proprietary and no part is to be shared, reproduced or distributed in any form, or by any means, or stored in a database or retrieval system, without the prior written permission of NelsonHall. NelsonHall exercises its best efforts in the preparation of the information provided and believes the information contained herein to be accurate. However, NelsonHall shall have no liability for any loss or expense that may result from incompleteness or inaccuracy of the information provided.
    [read more]

  • CMS in Telecoms/Cable/Satellite Sector

    Dec 09, 2014 by Vicki Jenkins
    NelsonHall's NEAT for CMS in Telecoms/Cable/Satellite analyzes the performance of vendors offering CMS services specifically for that sector. The NEAT tool allows NelsonHall customers to assess the capability of vendors across a range of criteria and business situations. Vendors within this NEAT analysis are: Aegis, Alorica, Capita, Concentrix, EGS, Firstsource, HGS, Infosys, Minacs, Serco, Sitel, Sutherland, Sykes, Tata BSS, Tech Mahindra, Teleperformance, TeleTech, Transcom, transcosmos, Webhelp and Wipro. This material is NelsonHall copyright and proprietary and no part is to be shared, reproduced or distributed in any form, or by any means, or stored in a database or retrieval system, without the prior written permission of NelsonHall. NelsonHall exercises its best efforts in the preparation of the information provided and believes the information contained herein to be accurate. However, NelsonHall shall have no liability for any loss or expense that may result from incompleteness or inaccuracy of the information provided.
    [read more]

  • P&C Insurance BPO in the Automotive Sector

    Dec 01, 2014 by NelsonHall Analyst
    NelsonHall's NEAT for P&C insurance BPO analyzes the performance of vendors offering P&C insurance BPO services specifically for the automotive sector. The NEAT tool allows NelsonHall customers to assess the capability of vendors across a range of criteria and business situations. Vendors within this NEAT analysis include: CSC, Cognizant, EXL, Genpact, Infosys, Innovation Group, MphasiS, Quindell, Sutherland, TCS, and WNS. This material is NelsonHall copyright and proprietary and no part is to be shared, reproduced or distributed in any form, or by any means, or stored in a database or retrieval system, without the prior written permission of NelsonHall. NelsonHall exercises its best efforts in the preparation of the information provided and believes the information contained herein to be accurate. However, NelsonHall shall have no liability for any loss or expense that may result from incompleteness or inaccuracy of the information provided.
    [read more]

  • MSP

    Nov 14, 2014 by NelsonHall Analyst
    NelsonHall's Managed Service Programs (MSP) NEAT analyzes the performance of vendors offering outsourced MSP services. The NEAT tool allows NelsonHall customers to assess the capability of vendors across a range of criteria and business situations. Vendors within this NEAT analysis include: Advantage xPO, Alexander Mann Solutions (AMS), Allegis Global Solutions (AGS), Capita, Hudson, KellyOCG, Pontoon, Resource Solutions, TAPFIN, and Volt. This material is NelsonHall copyright and proprietary and no part is to be shared, reproduced or distributed in any form, or by any means, or stored in a database or retrieval system, without the prior written permission of NelsonHall. NelsonHall exercises its best efforts in the preparation of the information provided and believes the information contained herein to be accurate. However, NelsonHall shall have no liability for any loss or expense that may result from incompleteness or inaccuracy of the information provided.
    [read more]

  • Transformational CMS

    Oct 23, 2014 by NelsonHall Analyst
    NelsonHall's Transformational CMS NEAT analyzes the performance of vendors offering Transformational Customer Management Services. The NEAT tool allows NelsonHall customers to assess the capability of vendors across a range of criteria and business situations. Vendors within this NEAT analysis include: CCS Corp, Firstsource, HGS, Infosys, Sutherland, Teleperformance, TCS, Transcom, Transcosmos, and WNS. This material is NelsonHall copyright and proprietary and no part is to be shared, reproduced or distributed in any form, or by any means, or stored in a database or retrieval system, without the prior written permission of NelsonHall. NelsonHall exercises its best efforts in the preparation of the information provided and believes the information contained herein to be accurate. However, NelsonHall shall have no liability for any loss or expense that may result from incompleteness or inaccuracy of the information provided.
    [read more]

  • Software Testing 2014

    Sep 10, 2014 by Dominique Raviart
    NelsonHall's software testing NEAT analyzes the performance of vendors offering software testing IT outsourcing services. Vendors within this NEAT analysis include: Accenture, Amdocs, Atos, Capgemini, Cigniti, Cognizant, CSS Corp, EPAM Systems, HCL Tech, Infosys, L&T Infotech, Maveric, MindTree, Qualitest, SQS, Syntel, TCS, Tech Mahindra, Virtusa Polaris, Wipro. This material is NelsonHall copyright and proprietary and no part is to be shared, reproduced or distributed in any form, or by any means, or stored in a database or retrieval system, without the prior written permission of NelsonHall. NelsonHall exercises its best efforts in the preparation of the information provided and believes the information contained herein to be accurate. However, NelsonHall shall have no liability for any loss or expense that may result from incompleteness or inaccuracy of the information provided.
    [read more]

  • Reference Data Management

    Aug 21, 2014 by Andy Efstathiou
    NelsonHall's reference data management NEAT analyzes the performance of vendors offering reference data management outsourcing services. Vendors within this NEAT analysis include: Genpact, HCL Technologies, iGate, Infosys, MphasiS, NIIT Technologies, Syntel, Tata Consultancy Services, Wipro, WNS Global Services. This material is NelsonHall copyright and proprietary and no part is to be shared, reproduced or distributed in any form, or by any means, or stored in a database or retrieval system, without the prior written permission of NelsonHall. NelsonHall exercises its best efforts in the preparation of the information provided and believes the information contained herein to be accurate. However, NelsonHall shall have no liability for any loss or expense that may result from incompleteness or inaccuracy of the information provided.
    [read more]

  • MPHRO

    Jul 29, 2014 by Amy Gurchensky
    NelsonHall's Multi-Process HRO NEAT analyzes the performance of vendors offering Multi-Process HRO services. The NEAT tool allows NelsonHall customers to establish the capability of each a number of vendors in a number of differing geographies and according to differing business situations. Vendors within this NEAT analysis include: Accenture, ADP Employer Services, Aon Hewitt, Capita, Genpact, HCL Technologies, HP, IBM, Infosys, Neeyamo, NGA Human Resources, Talent2, Tata Consultancy Services, Wipro Ltd, WNS Global Services, Xerox Services, Zalaris. This material is NelsonHall copyright and proprietary and no part is to be shared, reproduced or distributed in any form, or by any means, or stored in a database or retrieval system, without the prior written permission of NelsonHall. NelsonHall exercises its best efforts in the preparation of the information provided and believes the information contained herein to be accurate. However, NelsonHall shall have no liability for any loss or expense that may result from incompleteness or inaccuracy of the information provided.
    [read more]

  • Payroll BPO 2014

    Jul 22, 2014 by Elizabeth Rennie
    NelsonHall's Payroll BPO NEAT analyzes the performance of vendors offering Payroll business process outsourcing services. The NEAT tool allows NelsonHall customers to establish the capability of each a number of vendors in a number of differing geographies and according to differing business situations. Vendors within this NEAT analysis include: ADP Employer Services, Aon Hewitt, Capita, Ceridian, CloudPay, Genpact, HP, Infosys, MidlandHR, NGA Human Resources, SafeGuard World International, SD Worx, Sopra, Talent2. This material is NelsonHall copyright and proprietary and no part is to be shared, reproduced or distributed in any form, or by any means, or stored in a database or retrieval system, without the prior written permission of NelsonHall. NelsonHall exercises its best efforts in the preparation of the information provided and believes the information contained herein to be accurate. However, NelsonHall shall have no liability for any loss or expense that may result from incompleteness or inaccuracy of the information provided.
    [read more]

  • Legal Process Outsourcing 2014

    Jul 15, 2014 by NelsonHall Analyst
    NelsonHall's legal process outsourcing NEAT analyzes the performance of vendors offering legal process outsourcing services. The NEAT tool allows NelsonHall customers to establish the capability of each a number of vendors in a number of differing geographies and according to differing business situations. Vendors within this NEAT analysis include: Infosys, Mindcrest,Exigent, Cobra Legal Solutions, Clutch Group, NewGalexy, Capita, LegalBase, Integreon, WNS Global Services, Capgemini and Quislex. This material is NelsonHall copyright and proprietary and no part is to be shared, reproduced or distributed in any form, or by any means, or stored in a database or retrieval system, without the prior written permission of NelsonHall. NelsonHall exercises its best efforts in the preparation of the information provided and believes the information contained herein to be accurate. However, NelsonHall shall have no liability for any loss or expense that may result from incompleteness or inaccuracy of the information provided.
    [read more]

  • Recruitment Process Outsourcing

    Feb 20, 2014 by Elizabeth Rennie
    NelsonHall's RPO NEAT analyzes the performance of vendors offering recruitment processing outsourcing services. Vendors within this NEAT analysis include: ManpowerGroup Solutions, ADP RPO, IBM Kenexa, AllegisTalent2, PeopleScout, KellyOCG, Pinstripe & Ochre House (now Cielo), Futurestep, Hudson, Yoh, WilsonHCG, Alexander Mann Solutions. This material is NelsonHall copyright and proprietary and no part is to be shared, reproduced or distributed in any form, or by any means, or stored in a database or retrieval system, without the prior written permission of NelsonHall. NelsonHall exercises its best efforts in the preparation of the information provided and believes the information contained herein to be accurate. However, NelsonHall shall have no liability for any loss or expense that may result from incompleteness or inaccuracy of the information provided.
    [read more]

  • CMS in Retail Banking 2014

    Feb 14, 2014 by Vicki Jenkins
    NelsonHall's CMS in retail banking BPO NEAT analyzes the performance of vendors offering customer management services outsourcing services to the retail banking sector. Vendors within this NEAT analysis include: Aditya Birla Minacs, Aegis, EGS, Firstsource, Infosys, Serco, Sitel, Teleperformance, trascosmos, Transcom, Wipro. This material is NelsonHall copyright and proprietary and no part is to be shared, reproduced or distributed in any form, or by any means, or stored in a database or retrieval system, without the prior written permission of NelsonHall. NelsonHall exercises its best efforts in the preparation of the information provided and believes the information contained herein to be accurate. However, NelsonHall shall have no liability for any loss or expense that may result from incompleteness or inaccuracy of the information provided.
    [read more]

  • Property and Casualty BPO

    Feb 05, 2014 by NelsonHall Analyst
    NelsonHall's P&C BPO NEAT analyzes the performance of vendors offering Property and Casualty business process outsourcing services. Vendors within this NEAT analysis include: CSC, EXL Service, Genpact, Infosys, Innovation Group, NIIT Tech, Sedgwick Claims Management, TCS, Wipro, WNS and Xchanging. This material is NelsonHall copyright and proprietary and no part is to be shared, reproduced or distributed in any form, or by any means, or stored in a database or retrieval system, without the prior written permission of NelsonHall. NelsonHall exercises its best efforts in the preparation of the information provided and believes the information contained herein to be accurate. However, NelsonHall shall have no liability for any loss or expense that may result from incompleteness or inaccuracy of the information provided.
    [read more]

Blog post results:

  • Cognizant UK & Ireland: Recovering and Revitalized

    Sep 27, 2024 by Rachael Stormonth

      At the Cognizant UK & Ireland analyst and adviser meet in London this week we were keen to get a closer understanding of three things: How some of the changes introduced since the arrival of Ravi Kumar S as CEO are making a difference to the company The factors underpi[...]

    [read more] 0 comments

  • NelsonHall Introduces Market Update as part of its Vendor Intelligence Program

    Nov 27, 2023 by Dominique Raviart

      NelsonHall recently wrote a PoV on the current disconnect between GDP growth and IT services spending[1]. In October 2023, the IMF refreshed its GDP growth predictions; these include better 2023 GDP growth in the U.S. (+2.1%) and Japan (+20%) than the U.K. (+0.5%) and the Eurozone (+0.[...]

    [read more] 0 comments

  • TCS Pace Ports: a Key Asset Underpinning ‘Collaborating for Transformation’

    Oct 24, 2023 by Rachael Stormonth

      NelsonHall recently visited the TCS Pace Port innovation center in Amsterdam, the first Pace Port opened by TCS in Europe in May 2021 following a delay caused by the pandemic.  TCS is not unique in having opened facilities designed to foster collaboration and innovation to addr[...]

    [read more] 0 comments

  • IBM Consulting EMEA: Quietly Confident

    Jun 29, 2023 by Rachael Stormonth

      IBM Consulting recently held a two-day analyst event for its European business (a significant region for IBM Consulting). Against an ongoing backdrop of uncertainty for client organizations in many sectors, the tone overall is quietly confident, buoyed by recent client wins and progres[...]

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  • Infosys Bullish about Europe

    Dec 14, 2022 by Rachael Stormonth

      We recently attended Infosys’ EMEA CONFLUENCE flagship client event and found the company quietly bullish about recent and projected performance in the region. Europe remains a growth market for Infosys Salil Parekh made it clear some years ago that he wanted to g[...]

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  • IBM Consulting Strengthening Partnerships to Drive Cognitive & Hybrid Cloud Consulting Growth

    Dec 08, 2022 by Rachael Stormonth

      IBM Consulting recently held its first analyst and advisor event in Europe since IBM’s spin-off of its Global Technology Services infrastructure business (now Kyndryl) and the renaming of the former IBM Global Business Services division to IBM Consulting just over a year ago. [...]

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  • TCS Looking to Accelerate Revenue Growth to $50bn

    Nov 28, 2022 by Rachael Stormonth

      In its Q3 FY22, TCS delivered its sixth consecutive quarter of organic growth around the 15% mark. Despite the uncertain macroeconomic background, TCS has a strong pipeline for at least the next two quarters and has yet to see any softening in the market. For example, it was expecting [...]

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  • Atos Issues Profit Warning: Analysis

    Jan 10, 2022 by Dominique Raviart

      Dominique Raviart gives his reaction to today's announcement by Atos, who issued its second profit warning in seven months.[...]

    [read more] 0 comments

  • Wipro: ‘Obsession for Growth’

    Dec 12, 2020 by Rachael Stormonth

    With a new Chairman appointed 15 months ago and a new CEO in place for the last four, Wipro has seen a significant changing of the guard – much has been made of the fact that Thierry Delaporte is Wipro’s first non-Indian CEO appointment. The announcements made in a recent event for f[...]

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  • Capgemini's CIAP 2.0 Assists Enterprises in Rapid & Cost-Effective Scaling of Automation Initiatives

    Nov 10, 2020 by John Willmott

      Capgemini has just launched version 2 of the Capgemini Intelligent Automation Platform (CIAP) to assist organizations in offering an enterprise-wide and AI-enabled approach to their automation initiatives across IT and business operations. In particular, CIAP offers: Reduced TCO [...]

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  • Infosys BPM’s $1bn Milestone & Future Trajectory

    Jun 05, 2020 by Rachael Stormonth

    Infosys BPM has reached its 18th birthday, in many cultures the age of maturity, achieving a major milestone of $1bn in annual revenues. Infosys BPM today is a very different company from its birth in 2002 when it was set up as a JV in India with Citibank, and there have been some significant de[...]

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  • Moving to an Autonomous Supply Chain: Q&A with Capgemini’s Joerg Junghanns – Part 2

    Feb 20, 2020 by John Willmott

    Read Part 1 here.   Q&A Part 2 JW: What are the main supply chain flows that supply chain executives should look to address? JJ: Traditionally, there are three main supply chain flows that benefit from automation: Physical flow (flow of goods from, e.g., from a DC to a[...]

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  • Moving to an Autonomous Supply Chain: Q&A with Capgemini’s Joerg Junghanns – Part 1

    Feb 18, 2020 by John Willmott

      Introduction Supply chain management is an area currently facing considerable pressure and is a key target for transformation. NelsonHall research shows that less than a third of supply chain executives in major enterprises are highly satisfied with, for example, their demand foreca[...]

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  • Productizing its Service Offerings is Working Well for Unisys

    Dec 10, 2019 by Rachael Stormonth

    Unisys recently held an analyst/adviser meet in New York; shortly before, it had reported another set of very encouraging quarterly results, with its Services business delivering its sixth consecutive quarter of organic (CS/CC) topline growth. The double-digit organic growth Unisys has achieved [...]

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  • New Genpact Procurement BPS Strategy Underpinned by Major Personnel Transfer

    Nov 13, 2019 by Rachael Stormonth

    Genpact has signed a procurement BPS contract with a multinational conglomerate to manage a spend of $10bn covering all major categories of indirect spend (except IT) including logistics, FM, MRO, professional services, travel, and contingent labor, globally. The contract is of strategic impo[...]

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  • Atos North America: Back to Growth

    Nov 01, 2019 by Rachael Stormonth

    What a difference a year makes. Atos recently held its second North America business event in Dallas, just under a year since completing its acquisition of Syntel. Last year’s event focused on the newly formed Atos-Syntel organization in North America, and also on how, with a new CEO in[...]

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  • Infosys Spreads its Wings from Wingspan to ‘Live Enterprise Suite’

    Oct 17, 2019 by Rachael Stormonth

    The tone at the recent Infosys Confluence Americas event in Arizona was, unsurprisingly, quietly confident: Infosys has delivered five straight quarters of strong CC growth, with its largest sector Financial Services delivering improving topline growth (having been affected by market softness in[...]

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  • Salvino Takes The Helm at DXC

    Sep 14, 2019 by Rachael Stormonth

    The big news this week has been the announcement late on Wednesday of the appointment of Mike Salvino as CEO of DXC Technology, with immediate effect. Mike Lawrie stays as Chairman until the end of the year, whereupon he will retire. Apparently, Lawrie and the board began discussions about a pla[...]

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  • Atos: Verticalization Key to New 3-Year Plan

    May 08, 2019 by Rachael Stormonth

    Atos’ global analyst event in Boston in April came just a few weeks after its launch of a new 3-year plan ‘Advance 2021’ (Atos Digital Value Advancing Customer Excellence) about which we have written here. Key to Atos’ mid-term and longer-term growth is the effectivene[...]

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  • Advance 2021: The Road Ahead for Atos

    Mar 01, 2019 by Rachael Stormonth

    It is a decade since Thierry Breton assumed the mantle of CEO and Chairman at Atos, his arrival marking the end of a troubled period for the company. In that time, the company has improved its profitability (when he arrived, its operating margin was just 4.8% and all service lines were experienc[...]

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