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Customer experiences, business process optimization, and digital transformation

4 ways that healthcare systems can manage denied claims

Healthcare systems can better manage denied claims by investing in the front office, improving coding and documentation with technology, improving denial turnaround times, and developing distinct workflows for denials and rejections.

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Healthcare customer engagement: Charting an empathetic experience

At the heart of all great customer engagement strategies is empathy – especially in healthcare. COVID-19 has created an opportunity for a CX reset that fully recognizes customer emotions.

Accelerating AI during COVID: Getting more bang from your bots

Understand how artificial intelligence improves customer experience during a crisis, while simultaneously empowering the workforce.

A person is looking at his tablet visibly happy with the customer experience.

Cognitive contact center: Using AI to improve the customer experience

Cognitive contact centers use artificial intelligence (AI) to create better customer experiences, improve operational efficiencies, and drive revenue.

Picking up the pace: Healthcare’s evolution to social media

Healthcare has room to grow in providing a B2C social media experience for members/patients and, for several reasons, should pick up the pace of adoption.

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Headless CMS bridges the cross-channel chasm

The blog explores how a headless CMS bridges the cross-channel chasm to help marketers deliver consistent and personalized content experiences online.

Data center with a wall of components: switches, storage systems, servers, routers, other devices

How to choose the right cloud service provider for your organization

A CIO’s guide for choosing the right cloud services provider. This blog walks you through an in-depth comparison between AWS, IBM Cloud, Microsoft Azure, and Oracle Cloud.

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Best-in-Class Social Media Customer Care: What Our Experts Want You to Know

Are you harnessing the benefits of your social media customer care? Simply put, it’s well worth your investment as a leading engagement channel for today’s optimized CX. In fact, out of 7.7 billion total world population, 3.2 billion use social media—more than 1/3, according to research. And this demographic is estimated to grow 3 billion […]

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Modern Outsourcing Is Driven By Insight And Partnership – Not Cost!

If I was paid a £ for every time “reduce cost” was the answer to my question, “Why do you want to outsource?,” I think I could be sunning myself on a yacht rather than writing this post! Therefore, it came as a big surprise that in a recent survey of over 500 executives from […]

Why leverage cloud and how to get rolling

To keep up with the demands of organizations’ ever-changing business and modern customers, more IT departments are turning to the cloud for solutions. A cloud strategy helps ensure that businesses are able to take advantage of the cost savings, speed to market, flexibility, scalability and integration capabilities that only the cloud can provide. A regimented […]

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Can Companies Continue To Price Services Using FTE and Headcount?

By Graham Brown, Chief Sales and Marketing Officer, HGS Europe   How do most companies price the cost of the service they provide to another company? Let’s consider the contact centre as a classic example. When one company asks a service company for a proposal and quote, what are the fundamentals that they need to include […]

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What is hyper-personalization?

Hyper-Personalizations is the marketer’s agenda in 2018. Hyper-Personalization aims to bring together content, customer data, and omnichannel customer experience touchpoints to set stage for a personal connect between brands and individual customers.

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9 Steps to defining an enterprise mobile strategy

With mobility now becoming an essential element of personal and corporate lives, companies are scrambling to identify a strategy that enables them to mobilize their corporate systems. Both customers and employees now demand modernization of backend operations so they can achieve high efficiencies.

Combining Bots and Brains to Transform CX: Your Questions, Answered

2017 is the year of collaboration between man and machine to deliver the next generation of CX. At our April 19 webinar, Combining Bots and Brains to Transform the Customer Experience, HGS team members Chris Lord, Global Head of DigiCX, Marketing, Strategy and Growth, and Mandeep Singh Kwatra, VP Solutions and Capabilities, provided key insights into […]

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