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Virgil Wong of HGS: How to create a fantastic retail experience that keeps bringing customers back for more


Virgil Wong is the Chief Digital Officer of HGS, a global leader in business process management and optimizing the customer experience lifecycle (37,460 employees, 61 delivery centers, 7 countries, $737M annual revenue). He is also co-founder and former CEO of Medical Avatar LLC, a digital health company creating time travel simulations to improve healthcare delivery, reduce health care costs, and improve outcomes.

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Article originally published on Authority Magazine
An Interview With Orlando Zayas

Data, analytics, and AI understand and improve customer interactions across all channels. HGS uses natural language processing (NLP) to capture every customer interaction on voice, email, chat, messaging, and social media. Our HGS PULSE platform provides a near real-time voice-of-customer report, so we can proactively address issues and pursue additional sales opportunities. One of our clients improved CSAT by 40%. The head of customer service described himself previously as a “passenger,” trying passively to understand fragmented snippets about his customers’ behaviors. Now, he’s “in the cockpit,” able to see across the vast horizon, and working with us to navigate the enterprise toward creating even more dynamic and satisfying customer experiences.

As part of my series “How To Create A Fantastic Retail Experience That Keeps Bringing Customers Back For More,” I had the pleasure of interviewing Virgil Wong, Chief Digital Officer of HGS, a global leader in business process management (BPM) and optimizing the customer experience (CX). HGS combines technology-powered services in AI, automation, analytics, and digital with deep domain expertise focusing on contact centers, back-office processing, and HRO solutions. With over 37K employees across 61 delivery centers in seven countries, HGS provides customer-first, intelligent innovations to many of the world’s leading brands.

Thank you so much for joining us in this interview series! Before we dive in, our readers would love to get to know you a bit better. Can you tell us a bit about your backstory and how you got started?

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