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Liz is HR Technology and Services Research Director at NelsonHall, with global responsibility for key HR research projects including Cloud-Based HR Transformation, Cloud-Based Benefits Services, HCM Technology, EoR, Global Payroll and The Future of HR, as part of NelsonHall's wider HR Technology & Services practice.
meet & followNikki is a Principal Research Analyst at NelsonHall and a member of the HR Technology & Services practice. Nikki covers HR services research in the areas of Recruitment Process Outsourcing (RPO), Managed Service Programs (MSP), Total Talent, and Learning.
meet & followJeanine is a Principal Research Analyst at NelsonHall and a member of the HR Technology & Services practice. She has global responsibility for key HR areas including employer of record (EOR) and learning platforms.
meet & followDeeAnna is a Principal Research Analyst at NelsonHall and a member of the HR Technology & Services practice. She has global responsibility for key HR areas including HCM technology, workforce management, and health & welfare administration.
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Please visit NelsonHall's HRO Insight blog for further updates from our analysts daily
published on Jan 03, 2024
This NelsonHall assessment analyzes HGS' offerings and capabilities in CX Services Transformation
NelsonHall’s CX Services Transformation profile on HGS is a comprehensive assessment of HGS’ offerings and capabilities, designed for:
The report provides a comprehensive and objective analysis of HGS’s CX Services Transformation offerings, capabilities, and market and financial strengths, including:
This NelsonHall vendor assessment analyzes HGS’ offerings and capabilities in CX Services Transformation.
HGS emphasizes its digital CX services offerings with less focus on pure voice support programs. Its GTM targets the mid-market segment of $500m to $5bn annual revenues driven by CX transformation needs. Its approach to "innovation through co-creation" identifies the potential of technology enablement, implementation, and sharing of knowledge with operational roles.
Outsourcing clients looking for a CX services vendor with unified sentiment analytics and genAI for operational optimization across QA, reporting, agent training, and performance management, access to flexible work models, and mature online reputation management framework, should especially consider this profile on HGS.