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Berkshire-headquartered Arvato CRM Solutions remains one of the most important players in the UK Business Process Services (BPS) and Customer Experience (CX) sectors – as evidenced by our most recent BPS Operations rankings (see here). It's also a business that we have not covered in detail for some time that has been going through a significant amount of change, with some key additions recently made to the management team (see Arvato strengthens its top team). As such, I took the opportunity to travel down to Arvato CRM Solutions’ new and extremely impressive headquarters in Datchet to meet James Towner (pitcured below), their Chief Growth Officer, Stephen Miller, the firm’s IT & Innovation Director, and Mike Stewart, the Intelligent Automation Practice Lead, to understand more about the business, its propositions and how its gearing up for the future.
Arvato CRM Solutions
First off, a bit of background on Arvato and its group of companies. Arvato CRM Solutions is part of a much larger Arvato Group, which includes a Supply Chain Management (SCM) business, a Financial Services arm (including debt management) and an IT solutions company, Systems. These businesses operate as separate entities within the Group structure. The Arvato Group is itself part of German Multinational Bertelsmann Global Media & Services business that includes mega brands such as RTL, Penguin Random House and the music publisher BMG. Bertelsmann is a conglomerate with annual revenues of c.€18.7bn, an operating EBITDA of c.€3.2bn with some 145,000 employees spread across 50 different countries.
Arvato CRM Solutions is also what remains of a much larger ‘pan-European’ Arvato customer service business that (outside of the UK) was initially merged with Moroccan-headquartered Saham Group back in 2018, to create Majorel, which then IPO’d some three years later.
TechMarketView clients, including subscribers to UKHotViews Premium can read the extended article here Arvato CRM Solutions – Differentiated growth through digital orchestration If you do not currently have access to UKHotViewsExtra but would like learn more, please contact Deb Seth for more information.
Posted by Marc Hardwick at '14:18' - Tagged: bpo bps CX CXM
TechMarketView's Sustainability Technology Activity Index is part of a new stream of Sustainability research, launching soon – download a preview version of the report here.
Please contact Deb Seth for more information, and for details of tailored SME pricing.
Posted by Craig Wentworth at '09:22' - Tagged: preview
Global technology giant Meta, the parent company of Facebook and Instagram, has paid around £150m to buy itself out of the lease of one of its flagship London offices, in a move that reflects one of the unresolved challenges of the post-pandemic world.
In 2021, Meta signed an eighteen-year lease on 1 Triton Square, a brand new state of the art office complex near Regent's Park, London, however the firm has never occupied the building. The amount paid to exit the contract is understood to be equivalent to around seven year’s rent, meaning that Meta was willing to fork out this large amount to avoid having to pay for the subsequent eleven years.
Meta has been looking to reduce its costs of late and the firm recently announced job cuts affecting around 11k of its 80k staff in response to the challenging economic environment (see: Thousands of job cuts planned). Meta’s latest move is however indicative of more than just straitened times and is something likely to resonate with the leadership of many other organisations in the UK.
TechMarketView clients, including UKHotViews Premium subscribers,can learn more more here. If you do not currently have access to this material but would like to read this UKHotViewsExtra "Why Meta's property move may resonate with UK tech leaders" please contact Deb Seth for more information.
Posted by Jon C Davies at '08:47'
A big, big thank you to all of you who braved the rainstorms and terrible trains to join us last night at our ninth TechMarketView Evening!
We’ve had a tonne of really lovely feedback – apparently even the food was good! – suggesting the topic resonated with many of you.
Alongside Georgina O’Toole (Chief Analyst) and myself, our team of very talented analysts took to the stage – each exploring our research theme, Pursuing Productivity, from different angles. And providing another take on Pursuing Productivity were our special panellist guests Paula Sussex, CEO OneID, and Ann Walker, Delivery Director, DDaT, Home Office.
We also enjoyed a quick dip into some of our brand new research on sustainability: the TechMarketView Sustainability Technology Activity Index.
And finally, a very special thank you to our wonderful sponsors. Abhishek Singh, President UK&I and Europe, at premium sponsor Mastek, joined us on stage to give his own perspective on the challenges of Pursuing Productivity.
Many, many thanks also to Aqilla and Grayce for sponsoring the evening and to our academic & research partner, the University of Surrey (Surrey Institute for people-centred Artificial Intelligence). The evening was expertly managed by our event partners, tx2events. Now time for another coffee and to say that we hope to see you all next time!
Posted by Kate Hanaghan at '09:30'
We are really looking forward to seeing so many of you at 'An Evening with TechMarketView 2023', our flagship annual event, which takes place in London on Thursday.
The speakers are prepped, the presentations drafted and the drinks on ice, as we get ready to welcome leaders from across the UK tech market for an enjoyable evening of insightful analysis and first-class networking over drinks and dinner.
If your diary is free on Thursday evening, there are a handful of tickets left and we'd love to see you! For more details and the booking link see our website here.
Posted by TMV Team at '09:40' - Tagged: event
BT hosted its Sustainability Festival at the company’s Adastral Park research and innovation campus in Suffolk yesterday, bringing together a wide range of sustainability-focused suppliers and end-users (there was even a sustainable farmers’ market).
Many of BT’s partners were present to talk about their various initiatives designed to move customers into a more ‘net zero state of mind’ and improve the tools available to help them get there.
In UKHotViewsExtra - BT Sustainability Festival: Improving data, reducing emissions subscribers to TechMarketView research services can learn more about how suppliers such as BT, Johnson Controls, and SAP are looking to improve the data available to companies striving to get a handle on (and reduce) their carbon emissions.
If you are a TechMarketView subscriber you can access the research now: UKHotViewsExtra - BT Sustainability Festival: Improving data, reducing emissions. If you are not yet a subscriber, or are unsure if your organisation has a corporate subscription, please contact Deb Seth to find out more. You can also contact Deb for more details on our newly-published Sustainability Technology Activity Index too.
Posted by Craig Wentworth at '10:38'
TechMarketView has launched a new podcast series called Totally Sust to accompany the Sustainabilty Technology Activity Index, featuring interiews with key players in the sustainability technology space.
In episdode 1, Craig Wentworth talks to Mattie Yetta (Chief Sustainability Officer at CGI) and Donna Lyndsay (Strategic Market Lead for Environment & Sustainability at the Ordnance Survey) about their joint project using geospatial, AI, and IoT technologies that remotely detect and predict water pollution events.
Listen below to find out how this SEEDS Programme initiative can spot sewage from space!
Posted by Craig Wentworth at '23:13' - Tagged: space geospatial SEEDS
As many of our loyal UKHotViews readers will know, TechMarketView is a proud partner of the Prince’s Trust, the national youth employability charity. Partnering together to champion young people and helping them to find a pathway into the tech sector. Through our partnership, we are delighted to promote their upcoming virtual event spotlighting their newest employability programme, Power Up (In-Work Support).
Power Up (In-Work Support) is an early career development programme that supports new employees aged 18 to 30 to thrive within your workplace.
This programme is the latest addition to their suite of employability interventions, paving the way in innovative support to ensure all young talent has the chance to succeed, no matter their background.
To find out more about Power Up and how it could support your business, sign up to the virtual event on Wednesday 4 Oct from 12:00 to 13:00 here, or contact employability@princes-trust.org.uk to learn more.
Posted by TMV Team at '08:19' - Tagged: talent social value
Competitive pressures remain high within UK Banking, in part due to the economic climate but also due to the influence of innovative tech-enabled “challengers”. Despite the billions invested in their IT estates over the years, the performance of many of the larger established banks continues to be restricted by their core infrastructure and technology set. Meanwhile, despite having made a relatively sedate advance into the sector so far, technology giants such as Amazon, Apple, Facebook, Google and X continue to covet the lucrative financial services landscape.
Against this backdrop, demand for the most transformative technologies is the key factor driving increased SITS spend within the UK Banking sector. This is highlighted by the headline growth rate for spend on Digital, Platform and Cyber, which was 18.5% in 2022 compared to 12.3% for Banking Sector SITS market as a whole.
FinancialServicesViews subscribers can learn more by downloading UK Banking Sector SITS - Suppliers, Trends and Forecasts. If you do not currently have access to this report but would like to learn more, please contact Deb Seth.
Posted by Jon C Davies at '07:00'
Only 10 days to go until An Evening with TechMarketView returns for its ninth year on 21 September! We are particularly looking forward to seeing so many of you as this year the evening also offers us a chance to catch up and celebrate after our big news last week!
If you'd like to join us for an evening of analyst insight and top-class networking there are still a few places left - for more details of the event see our website and to book tickets (subject to availability) visit our event partners tx2events today.
TechMarketView subscription clients (including our UKHotViews Premium subscribers) benefit from discounted tickets, but the event is open to all.
Posted by TMV Team at '08:48' - Tagged: event
If you’re a supplier targeting the Travel & Transportation sector, TechMarketView’s latest market data and analysis makes for essential reading.
Outlining the key market trends and analysing the size and growth expectations of the sector over the coming years, Market Trends & Forecasts: UK Travel & Transportation, will help you prepare and plan for success.
The overall Travel and Transportation Software & IT Services market was estimated to be approaching £4bn last year having bounced back from the impact of the pandemic. Indeed, the pandemic served to increase the speed of technology adoption in the Travel industry with operators accelerating the digitisation of their customer and supply-chain interactions and internal operations by several years. Hotels, airlines, booking sites, and others are busy automating customer journeys, using chatbots and investigating AI like never before.
Supply chains are becoming much more complex to manage posing greater levels of risk to network participants. Technology has a huge role to play in helping make supply chains more transparent, responsive, and resilient and ultimately, better manage both risk and cost.
This Travel & Transportation report is part of a much broader analysis of the sectors that constitute the UK Software and IT Services landscape. Read Market Trends and Forecasts 2023 for more on the market as a whole.
Market Trends and Forecasts 2023 – and its sister report UK SITS Supplier Rankings 2023 – are ONLY available to members of TechMarketView’s Foundation Service Programme. To check whether your organisation has access, please contact Belinda Tewson. To become a member of the Foundation Service, please contact Deb Seth.
Posted by HotViews Editor at '09:50'
If you’re a supplier targeting the Telecoms, Technology, & Media sector, TechMarketView’s latest market data and analysis makes for essential reading.
Outlining the key market trends and analysing the size and growth expectations of the sector over the coming years, Market Trends & Forecasts: Telecoms, Technology, & Media, will help you plan for success.
Many habits adopted by consumers during the pandemic – such as media subscriptions – have stuck, with social platforms now serving as both content hubs and ecommerce sites. Yet cost-of-living increases are beginning to bite and consumers are both more cost conscious and seeking better experiences and value.
The Telco ecosystem is becoming increasingly complex, with a mix of technology players, traditional network operators, Altnets, IoT companies, and system integrators all vying for market share. Opportunity abounds for vendors who can help manage and orchestrate the complexity of these ecosystems.
This Telco, Tech, & Media report is part of a much broader analysis of the sectors that constitute the UK Software and IT Services landscape. Read Market Trends and Forecasts 2023 for more on the market as a whole.
Market Trends and Forecasts 2023 – and its sister report UK SITS Supplier Rankings 2023 – are ONLY available to members of TechMarketView’s Foundation Service Programme.
To check whether your organisation has access, please contact Belinda Tewson. To become a member of the Foundation Service, please contact Deb Seth.
Posted by HotViews Editor at '09:45' - Tagged: media trends telecoms marketdata technology
Only two weeks to go until An Evening with TechMarketView returns for its ninth year on 21 September! And we are particularly looking forward to seeing so many of you as this year the evening also offers us a chance to catch up and celebrate after our big news earlier this week!
Posted by TMV Team at '09:00'
If you’re a supplier targeting the Energy & Utilities sector, TechMarketView’s latest market data and analysis makes for essential reading.
Outlining the key market trends and analysing the size and growth expectations of the sector over the coming years, Market Trends & Forecasts: UK Energy & Utilities, will help you plan for success.
Despite a challenging medium outlook for the sector, we expect Software and IT Services expenditure by Energy & Utilities companies to continue to grow through the forecast window achieving a very healthy CAGR with investments in newer tech accounting for almost 70% of the total market by 2026.
The opportunities to leverage digitalisation throughout the length of an Energy & Utilities company’s value chain remain immense. Furthermore, as the productivity imperative rises higher on sector strategic agendas, the pivotal role that the creative and effective deployment of these technologies must play going forward will intensify.
This Energy & Utilities report is part of a much broader analysis of the sectors that constitute the UK Software and IT Services landscape. Read Market Trends and Forecasts 2023 for more on the market as a whole.
Posted by HotViews Editor at '09:45' - Tagged: markettrends energy marketdata Energy&Utilties
TechMarketView’s inaugural Sustainability Technology Activity Index – out today – shows Amazon Web Services (AWS) and SAP taking top spots across UK&I and EMEA/Worldwide respectively in terms of the number of environmental sustainability activities each supplier was involved in during Q4 2022 (the timeframe of the report).
This unique take on the sustainability technology landscape sees TechMarketView analyse how emerging and enabling technologies are being used, by software and IT services suppliers worldwide, in a variety of environmental sustainability use case areas.
The Sustainability Technology Activity Index captures data about project milestones and product launches across a wide range of initiatives (spanning ESG reporting, nature monitoring, supply chain innovations, the circular economy, smart buildings, micromobility, energy grids, and carbon removal – to name a few) – including information on which technologies (such as AI, IoT, cloud, blockchain, 5G, etc.) are in play, what suppliers and end user organisations are involved, and where and when an activity takes place.
The extent of AWS and SAP’s sustainability work (both solo and in partnerships) shows serious commitment by these technology giants. The Index also shows that there is a very long tail of other (often much smaller, specialist) companies – some only involved in only one or two activities apiece. However, the top players boast deep credibility in wider business areas, and that counts for a lot when end user organisations are looking for partners that can both address their sustainability challenges and do so in ways that generate value for the business.
AI and machine learning (perhaps unsurprisingly) claimed the title of most-used technology across all project milestones and product launches logged worldwide, with the most commonly-cited use case relating to strategy and planning activities based on environmental data – a combination of somewhat frenzied interest in Environmental Social Governance reporting (prompted by tightening legislative requirements) and the need to make that data work harder for the business.
Data – and the integrations that facilitate data flow – is key to the success of most sustainability-related activities. Any sustainability investment that leverages the data at its disposal to deliver on multiple fronts can become woven into the very fabric of how an organisation plans and runs, providing opportunities to pay for itself in CFO-friendly terms.
TechMarketView is launching a new research stream based around Sustainability (see www.techmarketview.com/sustainability for more details). This report is currently available for purchase at a price of £10,000. Additionally, for those who make an early purchase, there will be a special discount applied when the research stream officially goes live.
The complete research stream will have an annual price tag of £25,000. However, the cost of this report (£10,000) will be deducted from that amount for stream subscribers. Furthermore, as a show of appreciation for choosing to acquire this inaugural report in advance, an extra discount of £5,000 will be applied at the time of subscribing, reflecting our appreciation of your support.
Please contact Deb Seth on dseth@techmarketview.com for more information, and for details of tailored SME pricing.
Posted by HotViews Editor at '17:36' - Tagged: net zero nature monitoring use cases emerging technology
We doubt it will come as a surprise to many of our long-term readers that TechMarketView’s co-founders, Richard Holway MBE and Anthony Miller, have been aspiring to retire for a while now. At their time of life they certainly deserve to be spending more time enjoying life.
So, it gives us a great deal of pleasure to let you know that they have both now officially ‘retired’, following the completion of a management buyout by the executive team – Tola Sargeant, Georgina O’Toole, Deborah Seth and Kate Hanaghan – last week. With over 50 years at TMV between us, we know the business better than anyone and are excited at the prospect of taking TechMarketView into its next phase with the support of our top-notch team.
Indeed, in many ways it will be very much ‘business as usual’ here at TechMarketView. As the management team, we have been running TMV since 2017, and Richard is still keen to write the occasional HotViews article. We do have some exciting plans for the future though and look forward to sharing those with you in due course.
For now, however, we want to take the opportunity to thank Richard and Anthony for all that they have done since founding TechMarketView 15 years ago and wish them all the very best in their retirement. We wouldn’t be where we are today without them!
Posted by TMV Team at '09:45' - Tagged: leadership TechMarketView
If you’re a supplier targeting the Manufacturing sector, TechMarketView’s latest market data and analysis makes for essential reading.
Outlining the key market trends and analysing the size and growth expectations of the sector over the coming years, Market Trends & Forecasts: UK Manufacturing, will help you prepare and plan for success.
Manufacturing is transforming from a reactive and conservative industry to one that is primed to explore the benefits of new technologies. As a result, the UK Software and IT Services market will be worth £10.5bn in 2023. Spend continues to tip away from heritage tech towards new digital technology. Indeed, an estimated c.60% of spend will be ploughed into new technology underpinning Industry 4.0. innovation.
The creation of Smart, sustainable products using Smart, sustainable methods means that manufacturing is in increasing need of new digital engineering skill sets and will be looking for tech partners to provide guidance and manpower.
Crucially, investment in Industry 4.0. opens up new buying centres for UK Software and IT Services suppliers, with ultimate technology budget control often sitting with the IT department, acting in partnership with factory system operations.
This Manufacturing report is part of a much broader analysis of the sectors that constitute the UK Software and IT Services landscape. Read Market Trends and Forecasts 2023 for more on the market as a whole.
Posted by HotViews Editor at '09:15' - Tagged: manufacturing data Industry4.0 factories
If you’re a supplier targeting the retail sector, TechMarketView’s latest market data and analysis makes for essential reading.
Outlining the key market trends and analysing the size and growth expectations of the sector over the coming years, Market Trends & Forecasts: UK Retail & Wholesale, will help you prepare and plan for success.
Those retailers lucky enough to have made it through COVID lockdowns continue to battle on against the broader backdrop of the decline of the High Street. But, as the recently announced deal between Google Cloud and John Lewis underlines, technology is not a silver bullet that will extinguish the challenges many retailers face. It is, however, an essential investment and consequently suppliers to this sector are critical to its success.
This report is part of a much broader analysis of the sectors that constitute the UK Software and IT Services landscape. Read Market Trends and Forecasts 2023 for more on the market as a whole.
Posted by HotViews Editor at '09:30' - Tagged: markettrends retail marketdata
