NelsonHall has recognized WNS, part of Capgemini, as a ‘Leader’ in its 2025 Vendor Evaluation & Assessment Tool (NEAT) for Customer Experience (CX) Services Transformation in the Overall market segment.
Why WNS Has Been Rated a Leader in CX Services Transformation
NelsonHall cites several strengths that contributed to WNS being named a CX Services Transformation Leader:
- Domain-specific automation and analytics
- Strong Gen AI-enabled research and knowledge management
- Deep CX analytics services and insights capabilities with large-scale delivery and continued investment in data services
- Robust revenue generation offerings
- Enhanced value-creation opportunities driven by WNS’ integration with Capgemini
What the NelsonHall NEAT 2025 Evaluation Means for Enterprises
Being named a 'Leader' signifies a service provider's dual strength: Delivering near-term operational impact while building future-ready CX ecosystems embedded with advanced analytics, Generative AI (Gen AI) and Agentic AI. For enterprises, this translates into a trusted partner capable of accelerating transformation with measurable outcomes.
WNS CX Services Transformation Capabilities
WNS offers a comprehensive portfolio of CX outsourcing services, including account management, customer care, technical support, collections, trust and safety, and more.
WNS’ CX transformation offerings span journey re-design, CX strategy advisory, operational re-engineering, Contact Center-as-a-Service (CCaaS) modernization and AI-driven customer engagement models.
Innovation in the Use of Agentic AI and Gen AI in Customer Experience
NelsonHall highlights WNS’ continued investment in Gen AI and Agentic AI in CX, with strong adoption across:
- Gen AI-based agent assist
- Application of Agentic AI assets, such as Travel Buddy and Malkom.AI, across sectors
- Industry-specific Gen AI copilots and multimodal communications
- AI-driven workforce training and simulation
EXPiRiUS & Intelligent CX Automation Services
At the center of WNS’ technology stack is EXPiRiUS, its proprietary microservices-based platform that supports four pillars: Automated experience, assisted experience, workforce engagement and cross-channel analytics.
Industry Coverage & Global Delivery Strength
WNS supports ~150 global clients with its CX services across banking and financial services, insurance, healthcare, travel and hospitality, retail, logistics, technology, media, energy and utilities, and the public sector. The Capgemini acquisition further expands WNS’ reach across Europe and deepens its consulting-led, AI-powered delivery model.