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Targeting CMS in the Retail Banking Sector

Targeting CMS in the Retail Banking Sector

Who Is This Report For?
NelsonHall’s “Targeting CMS in Retail Banking” report is a comprehensivemarket assessment report designed for:

Sourcing managers, specifically within retail banking, investigatingsourcing developments within customer management services in theretail banking sector
Operational decision makers exploring the benefits and inhibitors ofcustomer management services in the retail banking sector
Vendor marketing, sales and business managers developingstrategies to target CMS opportunities within the retail bankingsector
Financial analysts and investors specializing in the IT services andBPO sector, including customer management services.

Scope of the Report
This report analyzes the market for customer management and relatedservices within the retail banking sector. The report addresses thefollowing questions:

What is the current and future market for customer managementservices in the retail banking sector?
What are the customer requirements within the retail banking sectorand how are they changing?
What are the benefits/results which vendors have been able toachieve for their clients?
What services are retail banking organizations buying from customermanagement service vendors?
What is the size and growth of the customer management servicesmarket in the retail banking sector?
Who are the leading vendors within customer management servicesfor retail banking?
What are the vendor selection criteria, challenges, and criticalsuccess factors for vendors targeting customer management servicesin the retail banking sector?

Key Findings & Highlights
NelsonHall’s market analysis of customer management services in theretail banking sector consists of 48 pages.Reducing cost, increasing CSAT, and assistance with navigatinggovernment regulations are the main CMS outsourcing drivers for retailbanking organizations. Cost reduction and increased CSAT are beingdriven by moves to mobile and digital channels.While in the early stages, NelsonHall is seeing an increasing deploymentof automation and robotics. Vendors are focusing on offering roboticprocess automation (RPA) and artificial intelligence (AI). RPA is beingused to handle manual repetitive tasks at a fast rate, and AI to learn andadjust process changes.


1. Changing Shape of CMS in Retail Banking
2. Customer Requirements
3. Market Size and Growth
4. Vendor Market Shares
5. Vendor Offerings, Targeting, and Delivery
6. Challenges and Success Factors
7. Appendix 1: Vendors Researched

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