110%
Of Global Revenue Target
Digital products pushed actual annual company revenue to $754M (beyond $685M target).
With over 25 years of experience in design, technology, and storytelling, Virgil Wong creates digital platforms that translate complexity into clarity, spark delight, and drive measurable growth.
His solutions are trusted engines of engagement—informing smarter investments, streamlining operations, and elevating experiences for brands that serve millions of readers, shoppers, consumers, and subscribers.
Virgil’s AI-enabled platforms power critical journeys for Fortune 500 companies, global media, leading healthcare organizations, and high-traffic consumer services—proof that disciplined, outcomes-driven design scales across industries.
Virgil’s proven playbook for product design leadership includes:
- Incubating AI pilots with sharp KPIs that guide rapid refinement and value creation
- Translating CEO/CPO vision into strategic roadmaps that stay laser-aligned with business goals
- Orchestrating cross-functional collaboration across research, engineering, design, and GTM teams
- Delivering end-to-end results—from concept through launch, optimization, and scale
As Chief Digital Officer, Products, at HGS, his product strategy and execution achieved:
$11.7M
Win with Digital Product
Plus multiple $5M–$10M wins across sectors, including annual subscription contracts
6 : 1 ROI
$5.70 Rev for Every $1 Spent
Attained last fiscal year based on overall department performance using digital product suite
25-30%
Practice Growth YoY
Over Virgil’s 4 years as practice lead, including products over $10M total revenue
Transformative Digital Products for Subscribers, Newsroom Creators, and Business Growth Teams
“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
HGS Agent X
A subscription-based AI platform designed to transform a news media’s customer care center 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.
Design Innovations
- 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 dashboard for newsroom subscription-ops managers that turns buying and support signals into subscriber growth
Media companies can drown in siloed customer data— via chat, email, phone, and social—making it challenging 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.
Design Innovations
- 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
Helping newsroom brand editors, creative producers, and marketing-ops managers improve quality and consistency, while accelerating production speed and reducing costs
Scattered drives and ad-hoc requests can slow the editorial process and dilute your brand voice. MarketingHub unifies every file, brief, and metric into one secure Oracle-PaaS workspace—so every team member can move at news-cycle speed while proving ROI on every asset.
Design Innovations
- AI tagging & rights-management automatically classify photos, video, copy, design files
- 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
Medical Avatar’s “Healthy Selfie”
A lifestyle, health and wellness product powered by AI and VR/AR that helps people visualize and achieve future health states based on real-time biometric and lifestyle data
Virgil designed the “Healthy Selfie” lifestyle product 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
Agentic AI Nurse Support and Triage for Parents, Caregivers, and Families
Designed for new parents—including new moms and birthing individuals—this AI nurse triage assistant helps manage feeding, sleep, and urgent care decisions in the early weeks after childbirth.
The pediatric nurse triage AI agent is a HIPAA-compliant, voice- and text-enabled chatbot that replicates live clinical call center protocols to direct both new and experienced parents to the appropriate levels of care in real-time.
Integrated into CRM and call center workflows, the AI platform improves access, reduces unnecessary clinical volume, and enhances both operational efficiency and member satisfaction—especially for families navigating newborn care.
The solution supports secure, emotionally attuned communication across platforms, including web, phone, messaging apps, and mobile.
The product is part of Anthem’s next-generation AI engagement platform, designed to centralize member tools across claims, benefits, personalized wellness goals, fitness tracking, billing, and rewards.
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.
Gartner Consulting AI Products
As a managing partner, Virgil worked with Gartner’s Digital Growth and Transformation Practice 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.
Product Design Leadership
Virgil delivers digital experiences that balance insight, imagination, and enterprise value. His work spans strategy, execution, and scale—driving measurable gains in engagement, subscription growth, and newsroom efficiency. He has:
Led High-Impact Product Portfolios
Directed end-to-end, AI-powered portfolios—from zero-to-one pilots to global scale—using market signal, audience data, and sharp KPIs to steer investment and iteration.
Unified Cross-Functional Execution
Built and empowered squads across editorial, design, engineering, data, marketing, and revenue—accelerating delivery through tight alignment and shared OKRs.
Scaled Innovation Through Smart Infrastructure
Stood up design systems, prototyping labs, and AI governance playbooks that raised craft quality, boosted velocity, and unlocked experimentation across distributed teams.
Developed Strategy with Executive Clarity
Translated C-suite vision into focused roadmaps and repeatable wins—advancing subscription funnels, reader loyalty, and internal toolchains that amplify journalistic excellence.
HGS Business Growth Surpassed Revenue Targets
“Virgil’s product design leadership helped our organization surpass our annual global revenue target. His team achieved a 5.7 to 1 ROI.”
Annual company revenue for the last fiscal year hit $754M, exceeding the target by over 10%.
Total Annual Revenue Supported
Portfolio Revenue Growth
STRATEGIC PRODUCT LEADERSHIP FOR JOURNALISM AND BUSINESS GROWTH
Designing the Future of Subscription Media
Virgil Wong brings 25+ years of experience crafting AI-powered, data-rich platforms that deepen trust, grow paid relationships, and streamline newsroom workflows. By uniting editorial, product, and technology teams, he delivers high-impact innovation across complex ecosystems—advancing an organizational mission to inform, delight, and engage audiences worldwide.
