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How HGS is shaping the future of CX and digital transformation in India


Natarajan Radhakrishnan, President and Global CIO, HGS

Natarajan Radhakrishnan

Article originally published on CXO Today

How has India’s landscape for CX and digital transformation shaped in recent years? What possibilities and challenges does this bring for organizations like HGS?

In recent years, India’s landscape for customer experience (CX) and digital transformation has witnessed significant transformations, reshaping the way businesses interact with customers and operate in the digital realm. One of the key factors driving this change is the rapid increase in digital penetration across the country. The availability of affordable smartphones and affordable internet access has led to a surge in digital users, creating a vast customer base for businesses to target through digital channels.

With the majority of internet users accessing the web via mobile devices, businesses have embraced a mobile-first approach to CX and digital transformation. They have prioritized creating mobile-friendly websites, developing mobile apps, and optimizing digital experiences for smaller screens. This shift has allowed businesses to reach customers effectively, leveraging the widespread adoption of mobile technology.

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