In the news

Elevating the brand reputation in the era of gen Z

Sachin Karweer, Business Head, HGS Interactive

Photo of Sachin Karweer

Article originally published on ET BrandEquity

A new generation has arrived and I’m talking about Gen Z who are arguably the most influential consumer group yet. According to a 2019 Bloomberg report, Gen Z made up for 32% of the global population, with India’s Gen Z population at 472 million. First and foremost, who are these people exactly? Born from 1995-2010, they are the coolest kids on the block. They are self-reliant, neo-digital natives who have grown up in a fully-digital era. They have never known a world without a smartphone. For them, electronics are a necessity as opposed to their parents and older siblings for whom it is a luxury.

What do they like? How do they talk? What actually matters to them? These are questions you need to have answers to if you wish to elevate a brand’s reputation in the era of the Gen Z.


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.