In the news

Top 5 customer experience trends of 2021

Lauren Kindzierski, Vice President of Marketing at HGS

Lauren Kindzierski
Execs In The Know logo

Article originally published on Execs In The Know
Written by Lauren Kindzierski

The COVID-19 pandemic has changed the customer experience (CX) industry forever. With rising contact volumes and employee safety of the highest priority, the industry was forced to become a work-at-home (WAH) industry overnight by mobilizing thousands of customer care agents to deliver service from the comfort of their homes in a matter of weeks. Now the real question is: What happens next? The answer… no one really knows for sure. However, one thing we do know is that CX professionals are re-prioritizing what is important in 2021. Business continuity, data security, automation, flexible technology, and new business models are at the forefront of everyone’s minds.

Here is a breakdown of the top five CX trends you should be thinking about as we move through 2021.

Flexible Working & Hybrid Customer Care Delivery Models

CX professionals and contact center outsourcers around the globe are being forced to rethink their business models. How do we deliver service going forward? Thinking about options such as brick-and-mortar contact centers, WAH, gig economy, or even more attractive, a hybrid model of all three. An example of a hybrid model being tested is built out of smaller Engagement Hubs that look more like collaborative, co-working spaces with a café feel, and less like traditional 500-seat contact centers. The strategy for the Engagement Hub is simple: take advantage of both the benefits of WAH as well as on-site collaboration. Agents can work remotely and then come into the Engagement Hub for collaboration sessions, training, or even when they just need to get out of the house. It’s a win-win for businesses and employees. Businesses can take advantage of lower rent payments for smaller spaces, and employees reap the benefits of greater flexibility and, most importantly, less isolation.


Hyperautomation Trends Expected in 2024

Hyperautomation Trends Expected in 2024

Hyperautomation has become a focal point for businesses across sectors seeking innovative ways to enhance productivity, reduce costs, and stay competitive in the digital era. Read more.
Cobots: The Future of Process Automation

Cobots: The Future of Process Automation

Utilizing cobots in process automation not only boosts production efficiency but also enhances safety and provides support for human workers. Read more.
Industry 5.0: Connecting Humans and Technology for Sustainable Growth

Industry 5.0: Connecting Humans and Technology for Sustainable Growth

By adding the human edge, Industry 5.0 is redefining the landscape for the next industrial revolution. Explore the dynamics of Industry 5.0, which is slowly transforming manufacturing paradigms.
AI for Customer Service: 2024 and Beyond

AI for Customer Service: 2024 and Beyond

It is 2024 and AI is changing the way businesses deliver customer service. Find out the trends, challenges, and opportunities that AI has in store for the customer service industry.
Customers and Employees Bound by Experience

Customers and Employees Bound by Experience

In November 2023, HGS hosted its first-annual “Build for the Future ” summit, a two-day customer event with keynotes, and breakout sessions looking at the future of digital customer experience (CX).
Drive positive sentiment on social media

INFOGRAPHIC: Driving Positive Brand Sentiment with Technology

HGS was brought in as the community management partner of the world’s largest restaurant chain by revenue, tasked with overseeing both national and local social media presence for the brand.
Gen AI enhances CX operations

INFOGRAPHIC: Generative AI Enhances CX Operations

Generative AI can help support divisions in multiple ways. Discover how HGS leveraged the power of AI to help a communication company optimize their customer support.