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

Vendor Analysis

by Ivan Kotzev

published on Jan 22, 2018

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Report Overview:

This NelsonHall assessment analyzes Sitel's 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 Sitel is a comprehensive assessment of Sitel’s 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 Sitel’s 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 newdevelopments 
  • 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:

Sitel has been supporting travel clients since 1997 and currently manages the segment as a separate vertical. Sitel provides reservations, bookings and customer care services, loyalty program management, guest relations, social media services, irregular operations, customer experience design, analytics, and consulting. 

It has ~22 clients in the vertical, supported by ~3.3k agents operating on 22 sites in 15 countries in North America, EMEA, APAC, and LATAM. 

Its travel, transportation, and hospitality clients include full service and low-cost airlines, hotel chains, travel agencies, auto clubs, OTAs, ride sharing companies, hotel and resort chains, and logistics companies. 

Sitel has seven subsidiaries, and the main ones involved in customer experience services for the sector are: 

  • Sitel: delivering customer experience services
  • The Social Client: for digital and social marketing consulting
  • Learning Tribes: for learning and people development tools and frameworks such as MOOC
  • Sitel Customer Insights: for analytics. 

Table of contents:

Table of contents:

  • Background
  • Revenue Summary
  • Key Offerings
  • Delivery Capability and Partnerships
  • Delivery Capability
  • Platforms and Intellectual Property
  • Target Markets
  • Strategy
  • Strengths and Challenges
  • Strengths
  • Challenges
  • Outlook

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