Report

Which vendor is best positioned to help retail and CPG brands increase and improve the CX?


This NelsonHall Vendor Evaluation & Assessment Tool (NEAT) analyzes the performance of vendors offering customer experience services (CXS) in the retail and CPG sectors.

CX-services-retail-CPG-Nelson-feature

The NEAT tool allows strategic sourcing managers to assess the capability of vendors across a range of criteria and business situations.

It identifies the best-performing vendors overall, and with specific capability around revenue generation, cost optimization, and CX improvement.

The complimentary report addresses the following:

  • What is the current and future market for CX services?
  • What are the top drivers for adoption of CX services?
  • How do vendors rank in the category of CX Improvement?
  • What are HGS’s strengths, challenges, strategic direction, and outlook?

Ivan Kotzev
“Boasting a sizable sector footprint and significant domain experience, HGS has evolved its offerings to focus on enhancing the buyers’ journey at a subsegment level. The company is well positioned to support retail and CPG brands on their digital transformation path through best practices, multichannel delivery, analytics experience, RPA and customer-facing bots, and self-service models.”
Ivan Kotzev Customer Experience (CX) Services Lead Analyst

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Featured HGS insights

Awards and recognitions

HGS has received ample recognition and ratings for the transformational self-service experiences we’ve offered our 200+ clients across 10 industries.

Frost and Sullivan award 2020
IAOP 2020 award badge
NelsonHall NEAT Leader award 2019
Excellence in Customer Service Award 2020

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