Piggy bank needs rescue

CX trends and advice for inflationary periods

With the current stresses on consumer income and no sign of inflationary pressures easing, brands will have to work harder to encourage customer spending, support and retain employees, and maintain their market position.
Is your CX feeling the squeeze?

Is your CX feeling the squeeze?

The cost-of-living crisis puts additional pressure on the CX industry, which has already been hit hard by the pandemic. How we react to this – and ultimately re-emerge following it – will be reliant on strong people, processes, and an unwavering focus on CX. Strong partners focused on nurturing employees may help to weather the “perfect storm.”
Image of a woman having car trouble by the roadside

Winning Technology of the Year: Assisting drivers in distress

In recognition of our human-centric bot, Axle™, HGS has been named a winner for Technology of the Year in the 2022 Excellence in Customer Service Awards. With real-time tracking, notifications, customer reviews, and real-time engagement, Axle™ works quickly and efficiently to get stranded drivers back on the road.
Glass building with exterior steel structure

Beyond the CX: The total experience (TX)

A total experience (TX) ensures the goals of all stakeholders, through all channels and interfaces, are met during an engagement. Leveraging technology, putting employees at the heart of the TX, and journey mapping for everyone are logical steps towards a TX.
Adult daughter giving mother a gift

Mother’s Day gift personalization

Even the smallest bit of personalization drives consumer engagement, delivers greater efficiency behind marketing spend, and ultimately grows revenue. And you may already have some personalization tools in your arsenal. Personalization, for example, can help you find the perfect gift for Mom this Mother's Day.
metal structure of a building

Building better chatbots: 7 key considerations

Implementing a chatbot is definitely not a once-and-done affair. Monitoring users’ evolving needs, creating a vision, iterating, and leveraging analytics ensures your chatbot reaches its maximum potential.
Glass building aqua

Digital transformation: Perspectives from HR

An HR executive answers a few questions and shares tips to shed light on digital transformation timing and preparedness from the people perspective.
gig agent with phone laptop coffee

Vying for — and winning — an agent’s time, attention, and loyalty in a gig economy

A mix of in-house and external talent with gig-style staffing models can infuse new energy and flexibility into many contact centers. However, when a gig worker has several companies demanding their time and attention, employers essentially compete for loyalty and engagement. This blog gives tips on becoming an employer of choice in the gig economy.
choose human or chatbot

The DIY era of CX: Solving with self-help and agent assist

The last time you needed customer service, did you immediately…

Retail-ready: 5 non-voice CX solutions to deflect high call volume

Concerned retailers are feeling the impact caused by recent…

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