Ask Our Expert: The Evolving Role of Customer Care Analytics
Imagine that your organization is granted an extra 10% boost in budget. Where would you decide to spend it? At a recent HGS webinar, 43% [...]
View ArticleEmployee Onboarding: Four Key Ingredients of Optimized CX
Posted by Geoff Oakie In today’s global, digital economy, exceptional and effortless customer experience is a key differentiator. With the commoditization of virtually all products and [...]
View ArticleAutomating and Innovating for Outsourcing Success: Big Ideas from the IAOP...
Posted by Joanne Morrison Each year, IAOP’s Outsourcing World Summit brings together the best and brightest minds in outsourcing to share experience and ideas that continue [...]
View ArticleTerms Every Digital CX Professional Must Know in 2016: Part 1 – Customer...
Posted by Lauren Kindzierski Believe it or not, the first quarter of 2016 is almost over. As we seek to improve our customer strategy, it’s a [...]
View ArticleDifferentiating Customer Service to Today’s Global and Digital Demands
Posted by Jack Biersdorfer Companies today are confronted with a hostile and complex business environment that includes fierce competition in the global market from legacy brands [...]
View Article8 Great Questions Answered on Providing Text Message Customer Service
Posted by Andrew Kokes Your customers are texting. Do you know how many are already texting to your company toll free line? At our March [...]
View ArticleDefining Great Customer Experience: Highlights from the Customer Experience...
Posted by Joanne Morrison HGS was a proud sponsor of this year’s Customer Experience Strategies Summit in Toronto, April 5–6. At this interactive forum, we [...]
View Article9 Reasons You Really Want to Outsource Workers’ Comp Management
Posted by Dan Schulte This blog is the first of a two-part series covering the ever-evolving workers’ comp landscape for both providers and payers. This blog [...]
View ArticleCrossing the Generational Divide: 4 Simple Truths About Your Millennial...
Posted by Rawool Sahu Today’s businesses are increasingly focused on how to please and appease millennials—more specifically, those 16-to-36-year-olds among us. As the largest generation in [...]
View ArticleYour Customers Are Chatting: Insights from the Front Lines
At our May 6 webinar, “Your Customers Are Chatting, Are You Still Talking?,” HGS VP of Solutions and Capabilities Mandeep Kwatra dispelled some myths about [...]
View ArticlePayers Seek Cost, Integration Efficiencies in a Value-Based World
Posted by Anand Natampalli Health insurance is no longer primarily a business-to-business transaction between payer organizations and employers. Today, payers must be prepared to holistically meet [...]
View ArticleCreating Digital Transformation: Q and A with NelsonHall
This week, the team at HGS officially announced the formal market launch of DigiCX. This suite of innovative digital solutions starts with web self-service and [...]
View ArticleCX Trends Forecast Disrupter No. 1: 5 Ways to Reduce Effort
Posted by Lauren Kindzierski HGS recently released a white paper on this year’s 10 customer experience disrupters—those that are sure to alter the CX landscape this [...]
View ArticleCombine AI and the Human Touch for Exceptional Customer Service
By Chris Lord, Global Head of Growth, Strategy and Marketing This article was previously published in CMSWire. Companies face major challenges when trying [...]
View ArticleThings that Tell Me a Website Needs Repair
Sachin Karweer, Business Head – HGS-Interactive This is an excerpt of a new series of India’s Leaderspeak with TVNEWS4U LEADERSPEAK: Think Digital With HGS Interactive [...]
View Article5 Traits of Customer-Obsessed Companies
Posted by Mandeep Singh Kwatra, VP of Solutions and Capabilities and CX Strategy Services Leader Today’s customers evaluate a company on the experience that they [...] The post 5 Traits of...
View Article3 Ways the Cloud Opens Horizons for CX
Posted by Subramanya C, Chief Technology Officer, HGS Cloud technology is revolutionizing the way today’s companies do business. From easy, real-time data accessibility, productivity improvements [...]...
View ArticleCustomization Is the New Black
Posted by Sachin Karweer This is an excerpt of a new series of India’s Leaderspeak with TVNEWS4U LEADERSPEAK: Think Digital With HGS Interactive Business Head [...] The post Customization Is the New...
View ArticleHow Payers Can Win the Hearts, Minds, and Health of Millennials
By Mandeep Singh Kwatra, VP, HGS Solutions and Capabilities and CX Strategy Services Leader Austin Ridgeway, Director of Sales Support and Business Development, HGS Healthcare [...] The post How Payers...
View ArticleHow to Launch Text Message Customer Service?: Our Textpert Weighs In
During our August 31 webinar, “How to Launch Text Message Customer Service,” HGS VP of Solutions and Capabilities, Lauren Kindzierski highlighted the historical challenges of [...] The post How to...
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