110%
Attainment of Global Revenue Target
AI solutions helped exceed annual revenue by 10% to $754M (target: $685M).
Seeing is Believing
Virgil Wong helps clients use AI solutions to make complexity clear, personalization scalable, and trust durable.
His approach reflects MERGE’s vision of the AIgency to create healthier and happier outcomes powered by human-AI collaboration. Virgil’s work has led to significant increases in revenue, longer-term client retention, and the right investments for the most business value.
$11.7M
Annual Contract Win with AI Solution
Sales enablement leadership drove multiple $5M–$10M client engagements
6:1 ROI
$5.70 Revenue Earned for Every $1 Spent
Investment in AI solutions returned through sales enablement leadership
25-30%
Digital Practice Growth Year Over Year
Over Virgil’s 4-year tenure as practice lead, focusing on AI solutions
Bringing AI clarity to clients
As HGS Chief Digital Officer (VP, AI Solutions), Virgil created winning RFPs, decks, videos, one-pagers, case studies, workshops, and virtual tours.
“HGS is a superb partner to work with.”
“Their vision and strategy are completely aligned with ours, which makes our partnership harmonious. The entire team is client-centric, driven, and a joy to work with.”
Gartner Peer Insights
“Next Generation” Health and Wellness AI for Parents and Families
Virgil led HGS’s engagement with Anthem to support their next-generation AI engagement platform. He helped centralize member tools across claims, benefits, personalized wellness goals, fitness tracking, billing, and rewards.
Virgil created a pediatric nurse triage AI agent, a HIPAA-compliant, voice- and text-enabled chatbot that replicated live clinical call center protocols to direct new parents to appropriate levels of care in real-time. Integrated into CRM and call center workflows, the AI platform improved access, reduced unnecessary clinical volume, and enhanced both operational efficiency and member satisfaction—especially for families navigating newborn care.
Outcomes
- 23% reduction in non-emergent ER visits, improving cost efficiency and care navigation for families
- 25% reduction in unnecessary, non-emergent urgent care visits
- Increased NPS by +25, demonstrating better member satisfaction through improved access and personalization
- Omnichannel reach across voice, web, mobile, and messaging (e.g., WhatsApp, Facebook Messenger)
- 100% HIPAA-compliant, integrated into Anthem’s existing CRM and contact center systems.
Medical Avatar’s “Healthy Selfie”
A lifestyle, health and wellness solution powered by AI and VR/AR that helps people visualize and achieve future health states based on real-time biometric data
Virgil designed the “Healthy Selfie” with a focus on emotional resonance, intuitive UX, and hyper-personalization. The Transtheoretical Model for Behavior Change comes to life through immersive, self-directed journeys—increasing engagement and accountability in chronic disease prevention. By using data-driven storytelling magic, the Healthy Selfie shows how today’s micro-decisions shape tomorrow’s health outcomes.
Outcomes
- 75% of participants reduced A1C out of 77,942 total members
- 98% engagement rate with quarterly retention exceeding the company’s wellness program benchmarks:
– 65% first quarter
– 50% second quarter
– 45% third quarter
– 40% fourth quarter - 3:1 ROI (Colorado State University study, 19,538 participants)
U.S. Patent No. 10037820
- System and Method for Managing Past, Present, and Future States of Health Using Personalized 3-D Anatomical Models
- Virgil Wong and Jessica Lacson, Inventors
- Granted by the U.S. Patent and Trademark Office on March 12, 2013
- Patent Listing
HGS Agent X
A subscription-based AI platform designed to transform our clients’ customer care centers into a personalized, high-performance service ecosystem
HGS Agent X integrates real-time analytics, intelligent automation, and 300+ prebuilt modules to modernize service delivery, reduce friction, and improve employee and subscriber support.
Battle Card Differentiators
- Unified “single-pane” interface built on a tokenized design system for rapid theming and WCAG-AA compliance
- AI-guided workflows that cut average handle time and trim onboarding from weeks to days
- Research-ops loop that feeds live usage data back into weekly design sprints
Outcomes
- 87% cross-selling activity increase by agents
- 20% subscriber growth in year 1
- 14% subscriber retention improvement
- 30% cost savings on operating budget
- 42% faster employee onboarding
- 89% increase employee retention
Awards
- 2025 TMC Product of the Year Award, Customer Magazine
- 2024 Business Transformation & Operational Excellence Award
- 2023 Product of the Year Award, Business Intelligence Group
- 2023 Stevie Winner Technology Innovation Award
- 2022 AI Breakthrough Award, Best Robotic Process Innovation
HGS PULSE
An AI-driven solution that turns buying and support signals into subscriber growth.
Clients asked for help using siloed customer data (chat, email, phone, and social) to spot churn signals and improve the subscriber journey. HGS PULSE stitches every interaction into a single, AI-driven dashboard so subscription-ops managers can turn data noise into strategic action.
Battle Card Differentiators
- Proprietary AWS data-lake pipeline that cleans and normalizes dozens of unstructured sources.
- Predictive-AI models surface churn risk, call-driver trends, and staffing needs before they bite
- Tokenized design system delivers role-based views—executive heat map, agent coaching panel, data-scientist sandbox—while maintaining brand and accessibility standards
Outcomes
- 20% subscriber growth in year 1
- 14% subscriber retention improvement
- 40% increase in reporting efficiency
- 25% reduction in manual effort overall
- 500 manual reports automated
- 200,000 manual hours re-allocated
- 119 KPIs tracked across business units, including HR, IT, Finance
Awards
- 2020 TMC CX Innovation Award. Customer Magazine
- 2020 Cloud Computing Excellence Award for Most Effective Use of Cloud
- 2020 Golden Bridge Award Business World for Innovative Use of AI, ML, and NLP
HGS MarketingHub
An AI solution for sales and marketing to improve brand quality and consistency, while accelerating production speed and reducing costs
HGS MarketingHub unifies every file, brief, and metric into one secure workspace—so every team member can move at rapid speed while proving ROI on every asset. AI tagging and rights-management automatically classify photos, video, copy, and design files.
Battle Card Differentiators
- AI tagging & rights-management automatically classify photos, video, copy, design files based on proprietary taxonomy and LLMs
- Self-service portal with role-based permissions eliminates email hand-offs and governance gaps
- Real-time campaign dashboard maps asset usage to engagement and spend, letting teams double-down on what converts
Outcomes
- 63% higher return than target in year one with continued annual cost savings
- 86 NPS with creatives citing “effortless findability” and “zero version chaos”
- 2016 Oracle Innovation Award, Cloud Platform Winner
Gartner Consulting AI Products
As the Healthcare Practice Managing Partner, Virgil worked with Gartner’s Digital Growth and Transformation team to package and promote new AI products.
Right.AI is a Gartner Consulting solution that streamlines enterprise AI governance by guiding stakeholders through use case ideation, prioritization, and risk assessment using agentic AI and proprietary frameworks.
Built to bring clarity and control across the AI lifecycle, it helps leaders make smarter, faster decisions on which initiatives to fund, scale, or retire.
AI for Healthcare is a Gartner Consulting solution that helps healthcare organizations cut administrative costs and improve customer care through secure, AI-driven assistants that deliver real-time, accurate responses.
AI Solutions Leadership
Virgil delivers AI solutions that fuse storytelling with technology to unlock enterprise growth. His work spans client engagement, sales enablement, and solution design—driving measurable gains in revenue, adoption, and customer trust. He has:
Enabled High-Impact AI Wins
Led solutioning from discovery to deal close—designing proposals, demos, and workshops that translated AI into a compelling business value.
Unified Cross-Functional Teams
Partnered with sales, marketing, legal, and commercial stakeholders—aligning strategy and execution to accelerate client decisions and adoption.
Positioned Solutions to Outperform
Created sales collateral, case studies, and competitive intelligence that equipped teams to win against top agencies and Big Four firms in competitive bids.
Guided Clients with Executive Clarity
Articulated AI solution roadmaps and high-level architectures—helping C-suite leaders visualize outcomes, mitigate risk, and achieve growth.
HGS Business Growth Surpassed Revenue Targets
“Virgil’s AI solutions leadership helped us surpass our annual global revenue target, while also achieving a 6:1 ROI.”
Annual revenue achieved as Chief Digital Officer (VP, AI Solutions) for the previous fiscal year hit $754M, exceeding the target by over 10%.
Total Annual Revenue Supported
AI Solutions Practice Revenue Growth
Strategic AI Solutions Leadership for Enterprise Growth
Bringing AI Solutions to Life for Clients and Customers
Virgil Wong brings 25+ years of experience making AI less abstract and more meaningful with solutions that clients can see, trust, and use every day. His focus is to bring clarity where there is complexity and to connect innovation with measurable outcomes that matter to people’s lives.
