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Video | thought leadership

How digital transformation is disrupting the CX journey

Shirley Hung, Partner

“The adoption of digital technologies can really enhance a customer’s experience. But all of that also has impact on the capabilities and skillsets that you’re looking for in your agents. So how an organization looks to acquire scarce talents, as well as reskill and upskill their existing workforce will really impact how successful they are in navigating through this CXM journey and evolution.


About Shirley

Shirley Hung is a member of the Business Process Services team. She advises senior stakeholders of global services including enterprises, service providers, and investors, in their strategic mandates and initiatives. Shirley’s responsibilities include leading Everest Group’s Finance & Accounting Outsourcing, Procurement Outsourcing, and Customer Experience Management Services research offerings.

Prior to joining Everest Group, Shirley was General Manager Strategy with Rio Tinto, leading the strategy team for Global Business Services. Previously, she held various consulting and strategy roles at Mercer HR Consulting, The Hackett Group, Charles Schwab and Arthur D. Little. 

She holds a Bachelor of Science degree in Chemical Engineering from the Massachusetts Institute of Technology and a Master of Science degree in Philosophy, Policy and Social Value from the London School of Economics.

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