HGS, Lisle, Illinois: Venkatesh Venk Korla, President & CEO

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Venkatesh (Venk) Korla is the President and CEO of HGS Digital, HGS’s digital transformation arm, and also leads Revenue Generation for HGS in North America. In his role, Venk provides expert consultation on digital strategies and solutions for Global 1000 companies, healthcare institutions, universities, and not-for-profit organizations. With over 25 years of experience in the technology and digital solutions space, his knowledge and experience help shape the digital strategies HGS offers across numerous industries.

In December 2021, Venk supported the unveiling of HGS’s new brand identity for its ongoing evolution into a digital-led, people-driven organization transforming customer experiences (CX). Through the repositioning, HGS has upheld its position as the preferred CX and business process transformation partner for some of the world’s most admired brands.

Today, HGS has evolved as an expert in delivering autonomous CX and consistent interactions at scale, that are prompt, personal, and positive. The company offers a spectrum of bespoke outsourcing solutions: Strategic consultation, Digital transformation, IT systems integration, Intelligent process optimization, and Experts on-demand.

In the past two years, the digital team under Venk’s leadership has launched several solutions to drive transformation and help clients build businesses for the future. These include:

• HGS PULSE, a customer experience analytics software, that uses a data lake and artificial intelligence to provide clients a customized 360° view of their customers across channels. By combining data sources such as contact center agent performance, workforce management, sales, and CRM, clients get a single view of operational performance and customer insights. The solution drives over 40% improvement in reporting efficiency.
• Cloud Accelerator provides a secure and operationally efficient cloud ecosystem, allowing companies to focus on what matters – adding value for their customers. It saves enterprises time and money and accelerates cloud adoption. The solution reduces costs by ​​​​​​​roughly 80% when leveraging our tool vs. custom-built solution, the average workload migration time is down to 2-3 weeks from 3-4 months, while the average account infrastructure provisioning time is down to 30 minutes from 3-4 weeks.
• In 2022, Venk led HGS Digital’s launch of a new cloud-based, integrated omnichannel contact center solution, Agent X. The new solution offers a 360° view of customers, allowing organizations to streamline their agent workflow while enhancing agent and customer interactions. HGS Agent X uses Robotic Process Automation (RPA) to help call center agents more quickly enter data and serve the customer, allowing information to be extracted more easily, as well as to be compiled in the background through its innovative process.

Venk has also helped support numerous acquisitions and partnerships to help fuel the company’s technological advancements and growth. In December 2022, HGS announced the acquisition of TekLink, which strengthens HGS’s digital solutions business by adding enhanced expertise in building data platforms, analytics, and financial planning. It also adds complementary digital workforce bench strength, with 275 seasoned technology and implementation professionals joining the HGS team.

In November 2022, Venk helped spearhead HGS’s partnership with Genesys, a global cloud leader in customer experience orchestration. Through this strategic partnership, the two companies are able to combine software-as-a-service solutions with deep domain contact center expertise to simultaneously improve interactions for customers and the employees who support them.

Venk has helped strengthen and expand HGS Digital as a business – growing at a CAGR of ~37% in the last three years. Including the TekLink acquisition, HGS Digital has an annual revenue run-rate of $100 million, significantly up from the high single-digit millions in revenue about five years ago. The business currently has over 1,000 talented technology and digital marketing experts.

Since January of 2021, Venk has successfully:

• Played an active role in developing and unveiling a new brand identity for HGS, renewing the company’s vision and mission as it evolves as a comprehensive digital and CX services partner and employer of choice for roles critical to transformation – digital professionals, data analysts, automation experts, and CX ambassadors.
• Supported multiple acquisitions and partnerships to help fuel development of technology-led capabilities that will reimagine the CX journey.
• Supported the partnership between HGS and Twilio that offers clients a single pane view for multiple subsystems and workflows. The partnership was nominated by the International Association of Outsourcing Professionals (IAOP) for two consecutive years as a recipient of the Excellence in Strategic Partnerships recognition.
• Helped grow HGS’s digital solutions business from high single-digit millions in revenue to an annual revenue run-rate of $100 million in five years. Under his leadership, HGS Digital has launched multiple solutions such as HGS PULSE, Cloud Accelerator, HGS DaVinci, and Agent X, which have been received very well by clients.
• Supported the internal transformation at HGS from on-premise IT environment to a primarily cloud-based environment, which has helped in the company becoming more agile and secure while creating huge savings.
• Since the middle of 2022, Venk has led the Revenue Generation team for North America, HGS’s biggest market, bringing together previously siloed business development, account management and client services teams into one unified team. The integrated strategy has paid dividends with some key large wins.

• HGS PULSE