Global locations

In light of recent significant data breaches, the vulnerability of customer information has been prominently underscored. Consequently, companies are placing increased emphasis on safeguarding customer data to preserve trust and credibility.

This episode features an interview with award-winning CX leader Ron Holt, Founder of Pink Zebra Moving, the first happy moving company. Ron started Pink Zebra in 2020, and is the former CEO & Founder of Two Maids & A Mop, where he served for nearly 19 years. He specializes in franchise development, management, sales & marketing, and leadership. And in this episode, Ron and host Larry Fleischman discuss seizing an opportunity in the market, listening to the customer, and creating a truly remarkable experience.

Experts-on-Demand services extend security operations with flexible access to cyber security experts who have the right experience and knowledge.

HGS assisted a healthcare payer company in migrating to the cloud successfully, ensuring compliance with security and governance standards and utilizing the best tools and practices.

A U.S. electronics giant swiftly embraces remote work with the help of HGS and Twilio Flex, and achieves a seamless office-to-home cloud transition in days.

As part of the partnership with a multinational tech company, HGS Experts-on-Demand supported a variety of customer components that were designed to host short-term crowdsourced videos and marketing materials.

Subject to the fluidity of their respective industries, most businesses continually revise their CX strategies but retain their foundational elements (loyalty, revenue, reputation, competitive advantage) that serve as a north star to consistently deliver personalized and positive interaction.

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.

The fact that brand loyalty, which involves a long-term commitment to making repeat purchases of a specific brand or service, is not determined by price makes this metric a particularly powerful catalyst for generating profit and sustaining profitability.

Autonomous customer experience (CX) holds the potential for swift interactions and instant decision-making, and thanks to AI advancements, we can anticipate the realization of this world in the near future.

If AI is the engine, data is the fuel. Discovering previously hidden patterns and connections helps to boost profits, reduce business risk, match supply to demand, and benefit various industry verticals.

HGS Agent X, a cloud-based console that allows a single pane of glass view of computer info, enhances to include Generative AI support.

Experts-on-demand has greatly reduced the time to deliver & increased cost savings, customer satisfaction, & employee morale while yielding improved results.

Creating and maintaining loyalty membership programs that not only reward customers but also foster long-term engagement is the key to achieve customer retention. The use of predictive analytical reports can be instrumental in the development of these loyalty programs, ultimately enhancing the CX.

Contact centers often handle sensitive customer information, including personal details, financial data, and other confidential information. That is why it is important to mitigate cyber threats at an entry level. Also, proper cybersecurity measures are essential to safeguard this data from potential breaches and unauthorized access.

HGS UK achieves 2023 CCA Global Accreditation for their unwavering commitment to delivering customer experience excellence.

Unlock the power of CX metrics to revolutionize your customer experience strategy. Read more to learn about some of the most important CX metrics of all time.

The report dives into the practical insights and strategies needed to navigate critical areas like better agent motivation and support, streamlined processes to reduce customer frustration, and leveraging data for informed decision-making, thereby achieving CX success and operational efficiency.

The existing system for arranging replacement cars for stranded rental car drivers was marred by inefficiencies. Recognizing the need for a change, HGS stepped in with a fully customized group messaging solution that promises to improve and fasten the process of helping rental car drivers during emergencies.

Automation implementation challenges can be categorized into organizational, process selection-related, implementation, technical, and post-deployment pitfalls.

Read about how the advanced speech analytics-integrated solution delivered by HGS led to a significant 30% boost in the NPS metrics.

Location: Huntington Beach, CA Dates: Oct 22 - Oct 25, 2023

The industry landscape is broadening and customers have the capability to pick up their business and go elsewhere if their experience is less than desired. For a major automotive manufacturer, they wanted to tap into the expertise of HGS to build a solution that would enhance their CX and ultimately help drive customer loyalty.

Generative AI is transforming the landscape of information retrieval across diverse industries and opening new possibilities in knowledge management.

By hiring experts on demand, companies can gain a myriad of advantages such as flexibility in terms of scalability, zero set-up cost, punctual deliveries, quality of work, and most importantly, the freedom and skill to craft CX journeys that are personal, effective, and ensure customer retention in the long run.

Contact center agents undeniably form the core of any customer service team. While they consistently demonstrate a wide range of skills and abilities, ChatGPT has the potential to streamline their tasks and elevate their performance in various ways. Supporting and undertaking omnichannel communications and automating tasks are some of the ways ChatGPT helps contact center agents.

Location: Virtual
Dates: Sep 11, 2023 - Sep 11, 2023

Businesses that stick to being customer-centric under all circumstances are sure to gain more in terms of customer loyalty and revenue than their competitors. Customer centricity also holds great strategic value as it guarantees customer retention in the long run.

Running a tech or IT company requires a suitable infrastructure, skilled manpower, regular maintenance, and many more things that cost money. Hiring experts on demand is a cost-effective way to meet goals and scale a business to newer heights. Read more to know how you can expand your set-up and take in more orders through on-demand expertise.

Location: New York, NY
Dates: Aug 22, 2023 - Aug 22, 2023

When it comes to customer service, lately, the brilliance of ChatGPT is hailed over what our human agents bring to the table. Even though ChatGPT can help to accelerate the process in many ways, it is imperative to remember that customer service mostly relies on empathetic and personalized interactions. This is why contact center agents are irreplaceable and most companies are moving ahead with an approach that involves a human + digital experience.

Location: Nashville, TN
Dates: Sep 20 - Sep 22, 2023

Location: Dallas, TX
Dates: Oct 12, 2023 - Oct 12, 2023

Data privacy has been the subject of many debates and lawmakers across the globe, predominantly the U.S. and Europe have taken sincere steps to ensure an individual’s right to privacy. Read more to know how the occurrence of World War II led to substantial work towards privacy laws about 133 years ago.

The world of social media is continuously changing. Most marketing agencies have a lot on their plate and thus find it difficult to keep up with the ever-evolving norms of social media. Hence, most businesses and agencies have started to delegate their social media marketing responsibilities to an agency that showcases expertise on the same. But shortlisting an agency can be a cumbersome task as it is tough to find out whether the agency is on the same page as your agency or brand. Here are 10 important questions one should be asking to conclude whether an agency is perfect for the business/brand.

In the past couple of centuries, mankind has witnessed a gradual yet overwhelming evolution of data. The rise of internet-based services and prolific digital devices has made data an indispensable part of our lives. It is now considered an asset as companies and individuals are leveraging it to devise new products, services, and ideas.

When a business offers the choice of personalization to a consumer, it strengthens the brand's position in the customer’s life and ensures a pleasant vibe throughout the customer's buying journey.

Location: Denver, Colorado
Dates: June 19, 2023 - July 21, 2023

The increased adoption of AI and predictive analytics across various sectors is leading to better risk assessments and improved operations. Even though, they are already revolutionizing how things are being done tech-wise, AI and predictive analytics have a lot in store for the near future.

Location: Las Vegas, NV
Dates: Jun 19, 2023 - Jun 22, 2023

Location: Chicago, IL
Dates: May 15, 2023 - May 17, 2023

Professionals from different sectors are debating whether AI powered tools should be used to replace human resources or should be uprooted in every way, but the customer service industry has concluded that these tools will come in handy to improve CX.

As organizations turn to level up their contact center strategies, increasing contact center capabilities will ultimately improve customer service and build strong customer-agent relationships for the future.

Most people confuse call centers and contact centers to be the same thing. In reality, call centers are part of a bigger set called contact centers.

Social media introduced a whole new democracy that allows people to follow whom they view as influencers and connect with them. Users can see what their peers are saying or are currently into, which serves as a guide to how consumers ultimately spend their money.

Up your social media marketing game with ChatGPT. It can help you with a number of things such as creating content calendars, finding relevant keywords and hashtags, and articulating best responses for all social media platforms.

Location: Orlando, FL
Dates: March 27, 2023 - March 30, 2023

Marketing comes with its own set of challenges, and social media engagement is no exception.

Agent collaboration not only helps to deliver a frictionless customer experience, but it also paves the way to build an organization-wide knowledge base.

Location: Ft. Lauderdale, FL
Dates: Apr 23, 2023 - April 26, 2023

Location: Austin, TX
Dates: March 1, 2023 - March 3, 2023

We’re not into doing things just for glitz and glamour, we’ve got the size and scale to go as big as the sky allows, but we really are focused on success and getting results for our clients in a way that benefits them entirely.

We have rounded up the top contact center skills that agents and managers must cultivate to ensure a smooth-running process.

We have put together a comprehensive list of the top customer experience goals that you can set for your business and fast-track success.

There’s a whole new playbook being adopted with a notable focus on agent productivity in remote working and hybrid working environments.

Today’s stressors have forced contact centres in the UK to reevaluate their IT solutions for vulnerable customers. An HGS technology arc (architecture roadmap) that features a people-first, CX platform (such as one by MaxContact) can help advisers relax and focus to better connect with high-needs customers now and as their needs evolve or dissipate.

AI works in conjunction with contact center automation to provide valuable insights into VoC analysis. Learn about how you can ramp up your VoC program.

HGS is thrilled to publicly commit to the Everest pledge in its endeavor to double the number of impact sourcing workers by 2026.

Genesys and HGS will combine SaaS solutions with deep domain contact center expertise to improve customer and employee interactions.

HGS Agent X is an AI-powered cloud contact center software that allows enterprises to quickly deploy scalable and flexible contact centers.

In this edition, we got to sit down with Raju Mahantesh, Director of Product Engineering for HGS Agent X. Based in Austin, Texas, Raju recently joined HGS with over 15 years of delivery experience.

HGS successfully passed the ISO recertification audit under the One-HGS scope without any non-conformities.

One of my regrets is not continuing with my French post first year of university, or any other language for that matter. I’m in awe of my multi-lingual friends and colleagues who have the ability to switch between their mother-tongue and English with ease. That is why I am very excited about our new partnership with ChatLingual where a conversation in any language can be translated, responded to and resolved by an English speaking agent.

Operational efficiency and productivity are easily achievable with the help of tried-and-tested improvements offered by contact center solutions.

How fast can an organization really move from a Proof of Concept (PoC) to an established Center of Excellence (CoE) and reap benefits from the implementation of RPA?

While personalized customer experience is possible through a traditional contact center, agent augmentation is unlocking new opportunities in the CX space.

Innovation should be considered a critical business process for one straightforward reason—value.

A business requires attention across multiple facets, but when stretched too thin, brand reputation can suffer. Find out how you can build your brand image.

A customer 360-degree view creates a unified solution for businesses by compiling all the customer touchpoints into a single profile & optimizing CX.

Philosophical differences in operation and decision-making or the lack of cultural fit with the organization ultimately become frustrating hurdles.

Chatbots are evolving toward building an intelligent user-engagement hub. Read more about the latest trends and advancements in this domain.

Location: Nashville, TN
Dates: Oct 12, 2022 - Oct 14, 2022

RPA implementation programs can take longer than you think and depend on their complexity and other factors. Learn more about typical RPA implementation timelines.

June 2022 was an exciting month for our nearshore delivery centers in the Caribbean. HGS Jamaica celebrated its 10-year anniversary, punctuated by a fun-filled party broadcasted over live video feed. The event featured two standout employees who have supported a banking client since HGS began operating on the enchanting tropical isle in 2012.

A staggering 1 in 3 UK households are now struggling to pay bills, and so are classed as vulnerable customers. It is critical that organisations and their employees are prepared to deal with interactions from vulnerable customers and know how to navigate emotive conversations.

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.