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.


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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