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BPO Opportunities in Retail, CPG and High-Tech: 2015

Who Is This Report For?

NelsonHall’s “BPO Opportunities in the Retail, CPG & High-Tech: 2015” report is a comprehensive market assessment report designed for:
Sourcing managers investigating sourcing developments within the retail, CPG and high-tech sectors
Vendor marketing, sales and business managers developing strategies to target BPO service opportunities within the retail, CPG and high-tech sectors
Financial analysts and investors specializing in the IT services and BPO sector.

Scope of the Report

The report is based on interviews with executives in the retail, CPG and high-tech sectors in the U.S., U.K., Continental Europe, and Asia Pacific.
The report analyzes the worldwide market for BPO within the retail, CPG and high-tech sectors and addresses the following questions:
What are the principal business issues faced by organizations in the retail, CPG and high-tech sectors?
What proportion of companies in the retail, CPG and high-tech sectors have cost savings planned and what level of cost savings are being targeted by process area?
What customer experience initiatives are planned by companies in the retail, CPG and high-tech sectors?
How important are emerging market initiatives to companies in the retail, CPG and high-tech sectors?
How satisfied are companies in the retail, CPG and high-tech sectors with their current shared services capability by process area?
What initiatives are companies in the retail, CPG and high-tech sectors taking to enhance their service delivery?
To what extent are sourcing strategies companies in the retail, CPG and high-tech sectors shifting in favor of in-sourcing or BPO?
Which potential BPO service provider initiatives are highly valued by companies in the retail, CPG and high-tech sectors?
How do companies in the retail, CPG and high-tech sectors expect their spend on BPO to change over the next three years?
Which processes will companies in the retail, CPG and high-tech sectors seriously evaluate for BPO in the near future?

Key Issues & Highlights

While organizations across retail, CPG and, in particular, high-tech continue to face cost pressure, their attention is increasingly moving to addressing their competitive positioning and innovation in product development, particularly to meet the needs of developing economies. Indeed there is strong pressure to enter new territories in both the high-tech and CPG sectors.
Nonetheless, opportunities within BPO within retail, CPG, and high-tech remain more centered on continuing to assist organizations in traditional areas for outsourcing with new opportunities also arising around administrative support for industry-specific processes.
Overall, high-tech, CPG and retail companies are in general undergoing shifts in their sourcing strategies in favor of BPO, with this shift most pronounced in the high-tech sector.


1. Introduction
2. Executive Summary
3. Market Forecast
4. Key Business Issues and Initiatives
5. Shared Service Center Initiatives
6. Sourcing Strategy and Use of BPO
7. BPO Purchasing Intentions
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