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Customer experiences, business process optimization, and digital transformation

Retail-ready: 5 non-voice CX solutions to prepare for the holiday rush

As this year’s holiday shopping season quickly approaches, concerned retailers are bracing for the impact caused by recent global supply chain issues. Cargo vessels filled with shipping containers of merchandise are anchored offshore at major U.S. ports, yet those goods aren’t reaching store shelves due to a lack of workers to unload the ships, warehouses […]

Roundtable recap: A few highlights on creative contracting and digital transformation

HGS recently participated in a virtual roundtable discussion entitled “Leveraging Creative Contracts to Drive CX Transformation Outcomes,” sponsored by Everest Group and hosted by SVP, Business Development Chris DeLambo. Everest Vice President David Rickard and Parikshit (PK) Kalra, SVP, Head of Client Solutions & Capabilities, served as panelists during the discussion. Read on for notable […]

metaverse customer experience

Make way for the metaverse: Plan now for the new CX universe

The emergence of the metaverse allows brands to create increasingly personalized customer experiences, pivoting from being merely digital-first to becoming truly virtual-first.

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Tech or treat: Top tricks for digital transformation

With customers increasingly demanding greater speed, service and convenience, and organizational leaders requiring rapid ROI from every technology investment, there’s a deep sense of urgency for companies to get their digital strategy right.

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How do I operate effectively in a remote environment?

Today’s contact centers must adapt to a new remote environment to support both employees and customers.

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How do I resolve high call volumes?

Today’s contact centers are turning to AI and machine learning solutions to manage peak call volumes and allow workers to focus on those tasks that matter the most.

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Why SageMaker for AI Driven Organizations

A staggering 72% of organizations that began artificial intelligence (AI) pilots before 2019 have not been able to deploy even a single application in production. And yet enterprises of all sizes confirmed that they because of COVID-19.

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How do I transition my contact center to the Cloud?

An increasing number of organizations are moving their contact center to the cloud to catapult customer experience into the future with advanced, tech-driven solutions.

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How do I improve my contact center performance?

Leveraging automation for repetitive tasks can help today’s contact centers struggling with pandemic-driven challenges of high call volumes and labor shortages.

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How do I leverage data for better customer experience?

Consumers are providing brands with more personal data than ever before.  However, thanks to organizational data silos, an inability to integrate data from a growing number of channels and sources and an increasingly complex data landscape, many brands are struggling to mine the gold that comes from customer data. Understanding these challenges and overcoming them is […]

medical billing and coding

5 Provider Coding Myths, Debunked

Over the past 18 months, healthcare providers have grappled with historic cost and care challenges. The COVID-19 pandemic has increasingly forced providers to assess new areas of transformation to unlock operational value and cost efficiencies.

Automation helps employers grapple with fallout of “Great Resignation”

As organizations grapple with the fallout of a flood of employee resignations, they are focused on leveraging automation to reduce dependencies on employee institutional knowledge

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Boost your digital workforce with Intelligent Document Processing

Intelligent Content Processing is designed to help businesses improve compliance, risk management, operational efficiencies, and content processing through automation.

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How to support ADA website compliance: 10 top design tips

According to the CDC, one in four adults in the United States has some form of disability, especially among baby boomers who have the most disposable income in the consumer market.  Businesses that fail to address Americans with Disabilities Act (ADA) accessibility standards on their website not only face potential legal liability that non-compliance brings in the way of penalties […]

new healthcare law

Health plan guidance: 3 essentials for no-surprises Act compliance

In recent years, the healthcare industry has increasingly been paying attention to the error rates in health plan directories. Undependable directories create poor member experience by impacting access to care. The Consolidated Appropriations Act COVID-19 relief bill, signed into law on December 27, 2020, requires health plans and healthcare providers to work in tandem, so […]

The human side of healthcare analytics

A recent study by Tempkin Group showed when individuals have a positive emotional association with a specific brand, they are 8.4 times more likely to trust the company, 7.1 times more likely to purchase more and 6.6 times more likely to forgive a company’s mistake.

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The future of work: 5 key insights from CX industry experts

Over the last 15 months, we’ve witnessed organisations pivot their operating models to enable their teams to work from home. As things slowly start returning to the way they were before the pandemic, many have begun to ask the question—what is the future of work? According to Bloomberg, 63% of employers expect to implement hybrid […]

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Get a grip: Prevent slip-and-falls with AI-powered solutions

Many manufacturers are turning to artificial intelligence (AI) solutions to provide a more reliable way to not only identify, but mitigate workplace injuries such as slip-and-falls as they occur in real time.

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Philippines contact center agents quickly transition to home operations with great results

As the COVID-19 pandemic intensified around the world in March 2020, an American consumer electronics company needed offshore, remote help providing technical support for issues regarding smart TVs, sound bars, and streaming apps. Sherri Schmidt, HGS Director of Global Account Management, shared the details of how HGS successfully delivered an urgent offshore work-at-home solution for […]

Three ways healthcare engagement models differ from other industries

Healthcare engagement models differ from other industries in three ways: compliance needs, customer types, and org structures. A BPO can assist in minimizing differences to truly put customers first.

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Bringing service to the client: Why a social contact center is essential for modern customer service

More than ever, brands require iterative and innovative customer care strategies. More and more people are interacting and transacting online and on social media platforms. Many businesses are establishing social media contact centers. This blog explains why and how to provide EPIC social care.

Creative contracting models beyond FTE in the digital era

As brands transform and move to an increasingly digitally led customer experience fueled by their customers’ demands for more effective self-service channels, it’s no surprise that they’re also changing what they require from their outsourcing partners: technology and analytics-based transformation with increased ROI and CSAT. HGS’s Chris DeLambo, SVP Business Development & Channel Partnerships, and […]

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HGS Digital Partners with Twilio to Deliver Innovative Cloud Contact Center Services

HGS Digital is partnering with Twilio, the leading cloud communications and customer engagement platform to utilize Twilio’s technology in building fast, flexible, best-in-class customer service experiences.  HGS Digital’s process excellence and systems integration experience coupled with Twilio’s proprietary building blocks in cloud computing create a unique ability for the two companies to build messaging, voice, and […]

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