John Willmott
John is CEO of NelsonHall, the leading business process services (BPS) and IT services (ITS) research and analysis firm, and is widely regarded as one of the world's leading authorities on achieving business transformation through the application of BPS.
John is well-known around the world for his detailed analytical approach to research, and his pragmatic style. He founded NelsonHall in 1998 on the principle that genuine market insight can only be derived from a bedrock of hard, empirical facts drawn from original market research, and this philosophy persists to this day, making NelsonHall one of the most highly valued global research firms. In an industry increasingly given to pontification, John's trusted advisor approach is based squarely on the evidence of NelsonHall's rigorous research and analysis.
John remains actively involved in customer assignments and assists both buy-side and vendor organizations in assessing opportunities and success factors in the application of BPS. This increasingly encompasses all things digital, and John is a leading voice on the theme of automation in BPS, including RPA, AI, and BPaaS. He is in great demand to work on assignments that:
- Assist buy-side organizations in establishing outsourcing viability and identifying vendor delivery maturity in support of various BPS undertakings
- Assist BPS vendors to develop and refine their go-to-market strategies.
In addition, John oversees NelsonHall's BPS Market Development program, which includes extensive BPS opportunity reports by industry sector, based on buy-side research. Sectors covered include banking, insurance, healthcare, pharmaceuticals, energy & utilities, retail and high-tech, and telecoms & media.
John presents extensively at major outsourcing and automation conferences around the world. He has over 30 years' experience of high achievement in the IT services and B2B market research industries. He holds a MA from Cambridge University, U.K., and an MBA from Manchester Business School. John lives in the U.K., and when not working, he enjoys almost any activity that gets him into the fresh air away from the house and office.
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Contact John Willmott
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Reports by John Willmott:
The Future of Digital Customer Service within Indian Headquartered Companies
Feb 13, 2018 | Market Analysis by John Willmott
NelsonHall’s “Future of Digital Customer Service within Indian-headquartered companies” report is based on interviews with executives responsible for customer service operations within Indian-headquartered companies, with a strong presence in the Indian domestic market. The purpose of this study is to assist organizations in un [...]view this reportdownload abstractHCL - Business Process Transformation through RPA and AI
Feb 01, 2018 | Vendor Analysis by John Willmott
HCL has undertaken ~200 use cases applying RPA and AI technologies in support of business process transformation spanning finance & accounting, contact, product support and cross-industry customer onboarding, and claims processing, using products including Automation Anywhere, Blue Prism, UiPath, WorkFusion, and HCL’s proprietary AI/ML to [...]view this reportdownload abstractHGS - Business Process Transformation through RPA and AI
Feb 01, 2018 | Vendor Analysis by John Willmott
HGS brands its RPA and AI based offerings within the HGS Automated Enterprise, which covers both front-office and industry-specific & back-office automation. HGS has its own proprietary automation platform, DigiCX, for front-office automation. DigiCX incorporates third-party platforms extensively, with, for example, RPA solutions used for ag [...]view this reportdownload abstractBusiness Process Services in the Commercial Property & Casualty Insurance Sector: 2017
Dec 21, 2017 | Market Analysis by John Willmott
NelsonHall’s “Business Process Services in the Commercial P&C Insurance Sector: 2017” 70-page report is based on global interviewing of senior executives across the commercial property & casualty insurance sector in four geographies: U.S., U.K., Continental Europe, and Asia Pacific. In particular, the report analyzes th [...]view this reportdownload abstractBusiness Process Services in the Retail Banking Sector: 2017
Dec 21, 2017 | Market Analysis by John Willmott
NelsonHall’s “Business Process Services in the Retail Banking Sector: 2017” 82-page report is based on global interviewing of senior executives across the retail banking sector in four geographies: U.S., U.K., Continental Europe, and Asia Pacific. In particular, the report analyzes the principal business issues faced by retail [...]view this reportdownload abstract
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Latest blog posts by John Willmott:
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Cognizant Aims for Major Uplift in Bluebolt Grassroots Innovation Program in 2024
May 24, 2024, by John WillmottCognizant has a long history of continuous improvement and innovation. However, its grassroots delivery teams were reticent in taking minor innovations to clients, so it underperformed in idea and innovation generation and ran beneath the radar, with clients typically unaware of innova[...]
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Conduent Partners with Microsoft to Underpin Client GenAI Innovation Initiatives
May 02, 2024, by John WillmottConduent has partnered with Microsoft to use Microsoft Azure OpenAI to underpin its GenAI innovation initiatives with clients. Its GenAI journey includes: Selecting use cases focused on improving quality, throughput, and cycle times Adoption of pilots in healthcare claims ad[...]
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Capgemini Enterprise Automation Fabric Moves Beyond IT Incident Management to Driving Business KPIs
Dec 22, 2023, by John WillmottWhile more efficient management of IT KPIs and incidents remains highly important, and Capgemini’s Enterprise Automation Fabric addresses these challenges, it now goes further and enables organizations to relate the impact of missed IT KPIs and incidents to individual business KPIs. Not all[...]
Commented Tracking service articles:
IBM to Acquire AT&T's Managed Application and Managed Hosting Services Unit
Dec 17, 2015 | Mergers and Acquisitions by John Willmott
IBM Awarded 5-Year IT Infrastructure Management Contract by Citizens Bank
Jun 11, 2015 | Contracts by John Willmott
IBM Awarded Contract for IBM Watson by Woodside
May 27, 2015 | Contracts by John Willmott
IBM Awarded Contract for Customer Experience Design by Homebase
May 12, 2015 | Contracts by John Willmott
IBM Awards Grants to 16 Cities as Part of Smarter Cities Challenge
May 12, 2015 | Contracts by John Willmott