In the news

CX Personalization: How to unlock brand loyalty in 2023

Venu Gooty, SVP of Digital Strategy and Transformation at HGS, discusses how autonomous technologies support a more personal CX.

Photo of Venu Gooty

Article originally published on Destination CRM
Written by Venu Gooty

In their efforts to support rising consumer demands for flexibility, simplicity, personalization, and many other “age of Amazon” factors, companies often find themselves fielding complex digital customer experience (CX) strategies. Some components take priority, such as personalization, where 90 percent of U.S. consumers find it appealing to have their experience customized to their wants and needs. As companies see customers demand a more comprehensive CX journey, personalization is a key aspect to offering a tailored experience and strengthening brand loyalty.

In 2023, customers’ demands will continue to rise as they lean into experiences where they have more control and individual freedom. When Netflix and Amazon include immediate content and product suggestions, it remains clear that agility is more important than ever to effectively deliver personalization. To build agile CX strategies and create efficiencies in traditionally people-heavy customer service tasks, autonomous CX must play a large role in the transition.


Agent collaboration

What is agent collaboration and its impact on CX?

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

What is contact center analytics? Here’s everything you need to know

While contact cente analytics is only one of the broader set of improvements that can be introduced to a contact center ecosystem, it is a powerful tool when implemented.

19th Annual Customer Contact East – A Frost & Sullivan Executive MindXchange

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

2023 IFA Annual Convention

Location: Las Vegas, NV
Dates: Feb 26, 2023 - Mar 1, 2023

Execs In The Know Customer Response Summit

Location: Austin, TX
Dates: March 1, 2023 - March 3, 2023
Customer Data Platform

How to measure the performance of a Customer Data Platform

The true value of a Customer Data Platform depends on how it is used, and by handling it with a customer-centric mindset, businesses can maximize their returns.
Thought leaders HGS

Using empathy, understanding and experience to lead

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.
Contact center skills

What are the top contact center skills for agents and managers?

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