Hinduja Global Solutions Ltd., a global leader in business process management (BPM), announced it has been recognized in NelsonHall’s Vendor Evaluation & Assessment Tool (NEAT) as a leader in CX Improvement Capability in the Retail & CPG sectors. The evaluation analyzes the performance of vendors offering customer experience (CX) services 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 and identify the best performing vendors overall, with a specific focus on cost optimization, revenue generation and CX improvement.
“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,” said Ivan Kotzev, Lead CX Services Analyst, NelsonHall.
HGS operates on the guiding principles that being brilliant at the basics and putting the customer first are critical to creating successful customer relationships and increasing business results.
“While clients hire HGS to address their immediate customer engagement requirements, ultimately they trust us to improve their customer experience, led by value, insights and digital innovation they cannot provide from within,” said Partha DeSarkar, Global Chief Executive Officer, HGS. “HGS strives to offer the right blend of digital and traditional interaction services, and we are honored to be recognized by NelsonHall as a leader in CX improvement for our clients.”
NelsonHall’s scoring framework for the NEAT evaluation is based on a combination of analyst assessments and client feedback across a range of requirements and business situations, principally around measurements of a vendor’s ability to deliver immediate benefit and to meet future client needs. Its findings are based on rigorous, all-original research.
