Hinduja Global Solutions (HGS) has taken a major step toward fortifying its position in the global technology and digital customer experience (CX) landscape by launching a new AI-powered innovation hub in Waterloo, Ontario, Canada. Announced on May 12, 2025, and scheduled to open on May 15, 2025, this center is poised to drive customer-centric innovation, digital engagement, and AI-led process transformation.

Waterloo: A Strategic Location for Innovation
HGS’s decision to establish its latest hub in Waterloo is no coincidence. Waterloo is Canada’s fastest-growing city and a thriving technology ecosystem that houses over 1,000 technology firms. The city is also home to renowned educational institutions like the University of Waterloo and Wilfrid Laurier University, which continually churn out highly skilled talent across domains like engineering, analytics, and software development.

The presence of this talent pool and the city's innovation-friendly ecosystem makes Waterloo a natural choice for HGS’s expansion. As highlighted by Savita Jones, SVP of HGS North America Operations, “Waterloo’s collaborative spirit and technological excellence are aligned with our vision to build future-ready customer experiences.”

A Hub for AI, Automation, and Omnichannel CX

Digitally Enabled Customer Engagement
The new Waterloo facility is not just a workplace—it is a next-generation experience centre for digitally enabled customer interactions. It will harness AI-powered automation, data analytics, and cloud solutions to revolutionise how businesses interact with customers. HGS aims to provide frictionless omnichannel experiences that enhance customer satisfaction and retention for major global brands.

Key Focus Areas Include:

• AI-driven customer service automation

• Real-time data analytics and insights

• Cloud-based digital engagement platforms

• Omnichannel support including chat, voice, and self-service options

Employment and Economic Boost for Waterloo

Up to 150 New Job Opportunities
As a direct outcome of the new facility’s opening, HGS plans to create up to 150 new jobs in the region. These roles will span across multiple verticals and include:

• Digital roles in automation, AI, and analytics

• IT support services

• Bilingual customer experience agents

• Talent management and HR personnel

• Operations managers

• Engineers and technical support staff

This job creation aligns with HGS’s commitment to inclusive economic growth and local talent development, reinforcing its position as a responsible global employer.

Commitment to Career Growth and Upskilling

HGS’s innovation centre is also set to become a learning ground for digital professionals. The company is investing in training and upskilling programs to ensure its employees are equipped with cutting-edge digital tools and developmental pathways to thrive in the evolving tech landscape.

This includes:

• Access to certified learning modules in AI, machine learning, and automation

• Internal mobility and career advancement frameworks

• Hands-on exposure to live digital transformation projects

• A collaborative work culture supported by a future-forward infrastructure

Enhancing Global CX for Leading Brands

The Waterloo center will cater to global clients across industries, bringing together HGS’s proprietary platforms and AI tools to enable high-quality customer interactions. From banking and healthcare to retail and telecommunications, the centre is poised to improve digital customer journeys using predictive analytics, AI bots, and real-time feedback systems.

What sets HGS apart is its focus on applied-AI BPM (Business Process Management), which seamlessly integrates data, customer sentiment analysis, and operational efficiency into a unified CX strategy.

Supporting the Local Community and Ecosystem

HGS also plans to collaborate with local institutions and communities in Waterloo through:

• Skill development initiatives

• Educational partnerships with universities

• Tech incubator collaborations

• Community outreach programs

These initiatives are intended to foster an inclusive innovation network, thereby supporting regional economic development while also strengthening Canada’s position in the global digital CX industry.

Conclusion: A Vision for the Future

The launch of HGS’s AI-powered digital customer experience and data innovation hub in Waterloo marks a transformational milestone in its global journey. By blending human insight with digital intelligence, the new centre exemplifies HGS’s commitment to delivering seamless, personalised, and scalable customer solutions.

As businesses increasingly embrace AI, automation, and data analytics to navigate complex customer needs, HGS’s move into Waterloo signals a clear message—the future of CX is digital, and HGS is ready to lead the charge.

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