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HGS - CX Services Transformation
Vendor Analysis
published on Jan 03, 2024
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Report Overview:
This NelsonHall assessment analyzes HGS' offerings and capabilities in CX Services Transformation
Who is this Report for:
NelsonHall’s CX Services Transformation profile on HGS is a comprehensive assessment of HGS’ offerings and capabilities, designed for:
- Sourcing managers monitoring the capabilities of existing suppliers of CX services and identifying vendor suitability for content moderation, trust and safety, and content development RFPs
- Vendor marketing, sales, and business managers looking to benchmark themselves against their peers
- Financial analysts and investors specializing in the CX services sector.
Scope of this Report:
The report provides a comprehensive and objective analysis of HGS’s CX Services Transformation offerings, capabilities, and market and financial strengths, including:
- Identification of the company’s strategy, emphasis, and new developments
- Analysis of the company’s strengths, challenges, and outlook
- Revenue estimates
- Analysis of the profile of the company’s customer base, including the company’s targeting strategy and examples of current contracts
- Analysis of the company’s offerings and key service components
- Analysis of the company’s delivery organization, including the location of delivery centers.
Key Findings & Highlights:
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.