Report
Which vendor is best positioned to help Retail and CPG brands increase CX?


Ivan Kotzev
Customer Experience (CX) Services Lead Analyst
"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."
NelsonHall NEAT Leader 2019

This NelsonHall Vendor Evaluation & Assessment Tool (NEAT) analyzes the performance of vendors offering customer experience services (CXS) in the Retail & CPG sector. 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, and with specific capability around revenue generation, cost optimization, and CX improvement.

The complimentary report addresses the following questions:
  • What is the current and future market for CX services in the sector?
  • What are the top drivers for adoption of the sector CX services?
  • How do vendors rank in the category of CX Improvement Capability?
  • What are HGS's strengths, challenges, strategic direction, and outlook?



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