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Latest news and insights

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Whitepaper | Drive better business outcomes with contact center analytics

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

As this year’s holiday shopping season quickly approaches,…

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

HGS recently participated in a virtual roundtable discussion…
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.
tech or treat

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 Can Hoteliers Balance A Surge In Travel With Labor Shortages?

Cloud Computing Excellence Award

The Cloud Computing Excellence Award 2021 – Cloud Accelerator

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Episode 0 | Welcome to CXI: Customer Experience Investigators

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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.
data-analytics-customer-experience

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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Whitepaper | How CIOs can leverage personalized CX to ramp up revenue

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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.
data-analytics-customer-experience

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.
data-analytics-customer-experience

How do I leverage data for better customer experience?

Consumers are providing brands with more personal data than…
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Webinar | Aging in place: Integrating fall risk assessment to ward off frailty

Donna Martin SVP Healthcare Business Developme…
Improve Customer Experience Using Marketing Automation

Championing Change Management to Accelerate Automation

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.
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Webinar | Optimize your omni-channel personalization strategy

Donna Martin SVP Healthcare Business Developme…
Automation insight 1

eBook | How to define the ROI of automation?

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eBook | What are the benefits of Automation?

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Webinar | CX Survival Strategies to Leverage New Buying Behaviours

Donna Martin SVP Healthcare Business Developme…

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
intelligent robotic automation

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…
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Activate edge AI to maximize manufacturing workplace safety

New ways companies are putting data and analytics to work

HGS divests its Healthcare Services business

Summer of CX

Webinar | Summer of CX: AI, Analytics, and Cloud

Donna Martin SVP Healthcare Business Developme…
IAOP Excellence in Strategic Partnerships

IAOP 2021 Excellence in Strategic Partnerships

new healthcare law

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

In recent years, the healthcare industry has increasingly…
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International Association of Outsourcing Professionals OWS 2022

Location: Virtual
Dates & time: 12:00pm - 2:00pm EST every Wednesday throughout January and February 2022.
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Webinar | Social determinants of health: Impacting highest-need populations

Donna Martin SVP Healthcare Business Developme…

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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Report | Recover lost revenue

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Transformational CMO

The Biltmore Miami
Miami, FL
November 17-18, 2021
The Four Seasons Hotel in Denver, CO

Digital enterprise CIO transformation

The Four Seasons
Denver, CO
November 17-18, 2021
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Texas Association of Health Plans

Austin, TX
November 8-10, 2021
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HFMA annual conference

Minneapolis, MN, and online
November 8-10, 2021
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ACAP CEO Summit 2021

The Capital Hilton
Washington, DC October 28-29, 2021
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Redefining recruitment paradigms with automated chatbots at HGS

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Special Needs Plan Alliance 18th Annual Fall Forum

Location: Virtual
October 25-26, 2021
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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…
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CX Exchange BFSI

Intercontinental Miami
Miami, FL
October 12-13, 2021
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California Association of Health Plans annual conference

San Diego, CA
October 11-13, 2021
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CIO Digital Summit – Capitalizing on new influence

Online
September 27-29, 2021
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Role of change management in automation

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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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Whitepaper | AI-enabled workplace safety solutions – Download now

New CMS data interoperability rule takes effect July 1

HGS announces Q4 and full-year results for FY2021

Invest Northern Ireland and HGS

Hinduja Global Solutions to create over 560 Northern Ireland jobs

Bringing CX to Health Insurance

Webinar | Rev up revenue with social care opportunities

covid vaccine bandage

COVID-19 vaccines for children: Timing, side effects, and more

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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…
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Whitepaper | To offshore or not to offshore

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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Social media playbook: 7 steps to supercharge social customer care

Whether you have 4 or 400 community managers, a consistently lively, EPIC social care program is achievable with a well developed social media playbook.
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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…

Cookies crumble: How CDPs are eating into DMP’s business

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How to talk to someone who’s hesitant to get the COVID-19 vaccine

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Feds seek more vaccines at practices, but delays hamper the plan

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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…
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eBook | 5 tips to successfully manage your social media strategy

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How to excel with data analytics

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Translating data to everyday language

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HGS AxisPoint Health to speak at SNP Alliance Spring Roundtable

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10 factors in selecting an automation partner

Automation projects can be completed in house, by reputable third parties, or a hybrid. Sometimes third parties have stronger technical chops, experience and methods, cross-functional understanding, and objective point of view. Learn what to look for in a third-party automation partner.
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Whitepaper | Beyond measure: Making social care count

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eBook | Measuring intelligent automation success

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eBook | Everything you need to know about Cloud Governance

3 Top customer experience trends every retailer should know about

woman in toothpaste aisle

Customization for your customers: 5 hyper-personalization trends for 2021

Leading brands — especially online retail — are embracing hyper-personalization, or the use of data, to provide more targeted products, services, and content to consumers. Bots, beacon technology, visual search, customer data platforms, and more can help brands improve the CX.
Image of a contact center agent working from home

Improve agent work-at-home performance with 8 unconventional uses of speech analytics

Speech analytics tools are not just for understanding customers. Use these technologies to gauge employee satisfaction, detect fraud, measure quality (of agents and work-at-home connectivity), ensure compliance, and more.
Chatbot,Assistant,Conversation,,Ai,Artificial,Intelligence,Technology,Concept.,Casual,Business

Boost CSAT, ESAT, retention, and savings with a Modern CX approach

According to a 2020 Walker study, the top business priority for…

‘Choose to challenge’ to make life happen!

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How to rethink your social media strategy

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COVID-19 and healthcare: 3 areas of market focus

Why and how the most innovative CMOs will own the contact center

HGS placed in the 2021 Gartner Magic Quadrant for Customer Service BPO

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For better RCM, prioritize people and track with technology

Proper revenue cycle management (RCM) involves careful documentation of the entire patient journey. Once captured by a proficient employee, patient and member data can be handed over to AI-based systems to reveal insights.
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258+ healthcare revenue cycle companies to know | 2020

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When furloughs are on the table: 6 strategies to put your employees first

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Preventing and appealing clinical denials with analytics, automation, and AI

U.S. hospitals lose $262 billion due to denied claims each year, representing 10% of the total claims paid. Unraveling the root cause of denials costs an average of $118 for each claim. Applying modern technology — such as analytics, automation, and artificial intelligence (AI) — can help to increase the number of clinical denials investigated, boost appeal effectiveness, and unearth root cause.
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Top 5 customer experience trends of 2021

A group of individuals at a white board brainstorm about the need for a customer data platform

Ready to modernize your contact center? Assess trends with care

Contact center trend lists are plentiful and fleeting. How do you decide which trends make sense for your organization? This blog provides a few tools for helping to assess trends and shares one financial services company’s story in finding the best way forward.
image analytics

Become a better business detective with image analytics

Advanced image machine learning, complemented by image analytics, can detect patterns and harvest clues from volumes of .jpg, .png, .tif, .pdf, etc. files. Image ML makes structured data, unstructured data, handwritten text, object identification, and facial recognition more widely accessible, searchable, and categorizable.
image of a doctor greeting her patient at a tele-visit

COVID-19 and healthcare: 3 areas of market focus

COVID-19 has heightened the focus on optimized provider data management, utilization management, nurse triage, and telemedicine for payers and providers, both during and after the pandemic subsides.

Three digitized ways to improve the member experience

2020 in review

HGS’s 2020 highlights: Achievement amidst adversity

In 2020, the COVID-19 world health crisis impacted nearly every…
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10 creative ways to leverage advanced analytics

Today’s companies are constantly flooded with loads of valuable…
COVID-19 update

A COVID-19 update from our company’s consulting physician

Throughout 2020 and as we plan for 2021, HGS has trusted the…

Candidates will have to hone their digital capabilities

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Whitepaper | Creating an effective social media crisis plan

HGS is on board as one of Valuable 500 companies!

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Turn Work@Home into on-demand with agent self-scheduling

Work@Home allows for improved flexibility, employee satisfaction, and efficiency, but creative self-scheduling can take Work@Home’s potential to the next level. Microshifts, split shifts, and self-scheduling options bring clear advantages to the Work@Home contact center.
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Preparing for the post-pandemic rise of digital nomadism

Work@Home concepts can be applied to keep established, high performing teams together as well as attract new employees with a desire to travel. Digital nomads have desirable traits for many employers, particularly contact center managers.
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eBook | The top 10 customer experience trends of 2020

automation in the enterprise

Who owns automation in the enterprise?

If we look at the CEO mandate in most annual reports, there…
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HGS focuses on giving during holiday season

“If you want to go fast, go alone. If you want to go far, go…
healthcare-digital-enablement

Member experience: Never a better time for digital enablement

Health plans are all too familiar with the challenges of member…
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Whitepaper | How to design an effective customer self-service portal

Automation Anywhere Award

Automation Anywhere IMEA Partner Award

Young female call center agent answers customer inquiries on a laptop from home

A self-sufficient staff: 5 tips for recruiting work-at-home employees

Hiring during the pandemic is challenging because, on top of the requisite job skills, companies must consider whether applicants know what it takes to operate outside of the office. HGS offers five tips that can help recruit self-sufficient contact center staff.
TMC CX Innovation Award 2020

2020 TMC CX Innovation Award

Cloud Computing Excellence Award

The Cloud Computing Excellence Award

Bronze 2020 Stevie Winner for Women in Business

Female Executive of the Year – Business Services 2020

2020 Best in Partnership award

2020 Golden Bridge Business and Innovation Award

HGS launches new contact center analytics platform

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Report | Rely on a recognized CX leader

ECCCSA Awards Finalist 2020

Best Large Customer Service Team 2020 (Finalist)

ECCCSA Awards Finalist 2020

Responding in a Crisis – Best Partnership Solution 2020 (Finalist)

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Webinar | Modernizing apps using AWS cloud databases

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Whitepaper | Effectively managing the volume of social media activity

Business Process Management industry gets a boost during COVID-19

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HGS DIGITAL joins AWS Contact Center Intelligence Solutions Partner Program

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HGS Digital executes reseller agreement with Adobe

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Report | Count on a star performer!

IAOP Impact Sourcing Champions

2020 IAOP Global Impact Sourcing Award

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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Webinar | Leveraging Bots&Brains™ for the new normal

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Webinar | Award-Winning Social Media Strategies for the CX Generation

Silver Stevie Award

Stevie Customer Service Team of the Year 2020

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Webinar | Measuring the voice of your customer in an AI-driven world

healthcare-patient-empahty

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.
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Report | Get your social score

ISG Index Booming 15 Sourcing Standout

ISG Index 2020 – Booming 15 – Sourcing Provider Standouts

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Whitepaper | Everything you need to know about CDPs guide

Evaluating retail CRM whitepaper cover image

Whitepaper | A must-read guide: Selecting a retail CRM system

Transforming Marketing whitepaper cover image

Whitepaper | Transforming the marketing department for the digital age

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Whitepaper | Machine learning 101 for savvy retail marketers

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Whitepaper | How to create an enterprise mobile strategy

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Which vendor is best positioned to help retail and CPG brands increase CX?

Excellence in customer service award 2020 badge

Outsource Partner of the Year Award BI Group

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eBook | 10 steps to launch a work-at-home solution

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Webinar | Steps To Navigate Social Media During a Crisis

2020 World HRD Congress Award

Diversity Impact – 2020 World HRD Congress and Awards

2020 World HRD Congress Award

Best Workplace Practices – 2020 World HRD Congress and Awards

2020 World HRD Congress Award

Best Employee Relations Practices – 2020 World HRD Congress and Awards

2020 World HRD Congress Award

Best Use of Social Media – 2020 World HRD Congress and Awards

2021

IAOP 2020 Excellence in Strategic Partnerships

Training Magazine Top 125 Award

2020 Training Top 125

IAOP Global Outsourcing 100

2020 IAOP Global Outsourcing 100 Award

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…
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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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Whitepaper | Leveraging data to lower roadside assistance expenses

Instahiring Trailblazers Award 2020

Instahiring Trailblazers 2020 Award

Customer Fest Leadership Awards 2020

2020 Customer Fest Leadership Award – Best Use of Data and Insights

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eBook | Hyper personalize the banking customer experience

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Webinar | CX trends 2020: The state of the industry

Donna Martin SVP Healthcare Business Developme…
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Webinar | Social determinants of health: Your questions answered

Donna Martin SVP Healthcare Business Developme…
HGS_2020_CX_Trends_UK

eBook | The top 10 customer experience trends of 2020 UK

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Report | Top brands are building customer loyalty online

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Webinar | How to launch a successful work from home program

Donna Martin SVP Healthcare Business Developme…
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Webinar | How to deliver EPIC social media engagement at scale

Donna Martin SVP Healthcare Business Developme…
HFS top 10 feature images

Whitepaper | Top10-customer-engagement-excerpt-for-HGS

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Headless CMS bridges the cross-channel chasm

The blog explores how a headless CMS bridges the cross-channel…
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eBook | The uberification of health insurance

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Whitepaper | Digital transformation for contact centers

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.…
Social Media

Best-in-class social media customer care: What our experts want you to know

Are you harnessing the benefits of your social media customer…
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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…
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Why leverage cloud and how to get rolling

To keep up with the demands of organizations’ ever-changing…
robot

Can companies continue to price services using FTE and headcount?

By Graham Brown, Chief Sales and Marketing Officer, HGS Europe How…
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What is hyper-personalization?

Hyper-personalization is the marketer’s agenda in 2018. Hyper-personalization…
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9 Steps to defining an enterprise mobile strategy

With mobility now becoming an essential element of personal and…
Chatbot,Assistant,Conversation,,Ai,Artificial,Intelligence,Technology,Concept.,Casual,Business

Combining bots and brains to transform CX: Your questions, answered

2017 is the year of collaboration between man and machine to…

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