What Is Good Customer Service? Start with Answers to 5 Questions
The road to optimized customer experience is a long and winding journey. The post What Is Good Customer Service? Start with Answers to 5 Questions appeared first on Team HGS Blog.
View ArticleWhat Is Mobile Convergence?
Mobile on-the-go strategies are top on the list for many customer service professionals. As a result, more customer service teams are beginning to provide text message customer service and mobile...
View ArticleDifferentiating and Understanding Roadside Assistance in Emerging Markets
Posted by Anup Sukumar and Nipun Sethi The adoption pattern of Roadside Assistance (RSA) in emerging markets comprises two kinds of vehicle manufacturing companies: The [...] The post Differentiating...
View ArticleQ andA with Strategy Institute: Measuring Omnichannel ROI
As an independent and research-based think tank, Toronto-based Strategy Institute, facilitates intelligence sharing through learning and networking opportunities for professionals around the world....
View ArticleExpert Perspectives: Digital Insights from HfS Research Director
Today’s companies are challenged to meet everyday customer service pressures while also building for the future. They must provide optimized customer service across various digital [...] The post...
View ArticleSocial Media in 2017: Our Experts Weigh In
Posted by Lauren Kindzierski , VP of Solutions and Capabilities, and Sachin Karweer, HGS Interactive Business Head. A new year brings new opportunities to reassess and [...] The post Social Media in...
View ArticleDisrupter 8 – Household Customer Service Approach: Using Predictive Analytics...
By Mandeep Singh Kwatra, HGS VP Solutions and Capabilities Earlier this year, HGS released a white paper on this year’s 10 customer experience disrupters—those that [...] The post Disrupter 8 –...
View ArticleDisrupter No. 7: Social Profiling
By Lauren Kindzierski, HGS VP of Solutions and Capabilities Earlier this year, HGS released a white paper on this year’s top 10 customer experience disrupters—those that are sure [...] The post...
View ArticleDisrupter 5: Contextualized Knowledge Bases for Personalization and Prediction
By Mandeep Singh Kwatra, HGS VP, Solutions and Capabilities Earlier this year, HGS released a white paper on this year’s top 10 customer experience disrupters—those [...] The post Disrupter 5:...
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...
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 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 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 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 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 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 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 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 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 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 [...]
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