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Be your authentic self at work and create a more inclusive world: Nikki Gibson of Dell Technologies shares her inspiring journey as an LGBTQIA+ corporate leader
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Offshore Customer Support Leads to $20M in Cost Savings for American SaaS Company
Territory and Supply Chain Support Cultivates B2B Loyalty for Household Dental Brand
Nurturing Customers for Life for a Market-Leading, UK Animal Health and Food Company
Streamlining the Wi-Fi Purchasing Process Across Multiple Airlines
Bringing in 90+ Experts-on-Demand to Focus on Digital Strategy, Engagement, and Processes
Twilio Flex IVR Boosts Self-Service by 80+ Percent
Combination of Upselling and Analytics Yields $50M in Additional Sales
Perfect CSAT Scores Achieved with 80+ Cloud Experts-on-Demand
Deepening Brand Loyalty for the World’s Leading Coffeehouse Chain
Protecting Health and Loyalty with a Tenured Team Focused on Quality, Empathy, and Speed
UK Regulator Achieves High Quality and CSAT With a New Operating Model
Generative AI Enhances CX Operations, Retaining Agents by 89%
Natural language automation delivers 100 percent disclosure compliance for large financial company
Social media response time cut by 95% for global quick-service restaurant
Serving up best-in-class social customer care and reputation management
Freshly implemented RPA increases productivity, saving international bank $340K
Utility client’s exceptional retention, care, and sales team grows 1,100%
Reimagined digital customer experience results in increased revenue, retention, and appointments
Alleviating stranded driver stress with HGS Axle™
Speeding up the ERS rental car replacement process with group messaging
A transport triumph: Transformational growth through automation
Stacking strategies for transformational CX
HGS's global partnership provides exceptional social care for a multinational Fortune 500 CPG company
Providing cost savings and lead generation support with social care for a Fortune 500 telecom leader in India
Delivering excellent customer engagement for the biggest fantasy sports company
Digital transformation for a diversifying Indian manufacturing company shifting from B2B to B2C
Keeping patients engaged with India’s finest healthcare facility
Voice and chat agents conquer virtual hurdles with ease
Increasing contact center productivity 29% by migrating to Amazon Connect with HGS Digital
Telecom marketplace provider achieves a 100% conversion rate while shaving costs by 40%
Speech analytics improves NPS® by 3% and enhances work-at-home security during the pandemic
Using technology to drive positive brand sentiment for F&B giant’s social media
Office-to-home cloud migration with 85% CSAT and $184K annual savings
Value selling drives animal health company's success and increases sales by $2.23M
Inventory automation enables $11M in savings for agriculture giant
HGS PULSE platform drives 40% improvement in reporting efficiency
Regional bank realigns for growth with a CX modernization roadmap
HGS Digital's cloud acceleration framework reduces implementation cost by 80%
Building a lead generation contact center solution with Amazon Connect
Improving candidate screening process with recruitment process outsourcing (RPO) and Amazon Connect
Contact center migration: Creation of contact flows achieved with Amazon Connect
HGS Digital helps MoneyGram localize and personalize emails to improve customer experiences
Improving content management capabilities with a headless content management system
Implementing artificial intelligence and automated tagging to reduce customer support costs
Integrating marketing campaigns to improve the overall customer experience
Establishing a strong digital presence and generating leads through marketing campaigns
Leveraging Oracle WebCenter Sites to accelerate time to market
Real-time appointment scheduler application to improve conversions
Increasing digital engagement with a cohesive content marketing strategy
Enriching the content management strategy to improve speed to market
Building customer loyalty through engaging social media content
Next-gen mobile application to improve end-user experience and maximize sales
Upgrading Oracle WebCenter Sites for General Electric (GE) Capital
Managing content, assets, and e-commerce with strategic architecture solution from HGS Digital
Improving the customer experience with a unified social CRM solution
Creating a customer-focused content management system (CMS) to increase sales leads
Implementing process automation and personalization to improve the customer experience
Making data-driven decisions using a customer data platform (CDP)
Using a robust digital content management system (CMS) to handle multiple marketing assets
Leveraging Oracle WebCenter Sites to consolidate multiple web properties
Leveraging Oracle Webcenter Sites to improve content publishing time
Creating new digital experiences using Oracle Webcenter Sites
Leveraging a cohesive intranet portal and user-friendly CMS to improve social sharing
Tapping into diverse customer segments through website restructuring
Leveraging Amazon Web Services (AWS) to support a multi-hospital site infrastructure
Website rebranding to enhance customer engagement and experience
Enhancing the online user experience by eliminating content silos and simplifying the CMS
Enabling a 20% growth in FTEs during a government-mandated wage increase
Driving revenue through customer experience
Raising the bar on performance, trust: evolving HGS partnership with a Fortune 200 consumer goods company
Saving 62% of damage claims, boosting CSAT for lawn and garden products leader
Reducing costs for a next-generation consumer affairs program
HGS helps client partner rekindle retail success
Delivering cocreation collaboration to support scale reduce costs by up to 50% for a technology client
HGS supports car-sharing success: Growing to more than 1 million members
Streamlining reservations, improving quality, and reducing abandon rates for an airline
Driving sales conversions and enhanced CSAT for a well-known travel and transit company
Providing stellar customer service for a high-growth payments app
Converting 80% of SMS contacts to leads for auto shopping website
Inspiring Growth through Retention, AHT, and CSAT Wins
Driving new revenue, efficiencies, and industry-leading CX
Providing rapid scale and high quality for a high-growth, first-time outsourcer
HGS website portal achieves 97% resolution rate online in just 90 days
Processing more than 1.6M social moments annually for a leading retailer
Customer complaint resolution and support for a major Indian automobile manufacturer
Providing high quality, competitive contact center solutions for an automobile major
Support for CSAT and customer complaint resolution for a major automotive manufacturer
Supporting, improving finance and accounts operations for one of the largest private banks in India
Establishing a strong digital presence & generating leads through marketing campaigns
Nearshore solution drives innovation and cost transformation
Community commitment powers business growth for HGS customer — a financial services leader
Delivering breakthrough sales and expanding front- and back-office B2B, B2C support for consumer appliances company
HGS advances paint company with breakthrough digital expertise
Creating a positive brand perception for a luxury automotive brand
HGS and Jamaica Bank achieve symmetry in CSAT and growth
Revamping the brand strategy and website for a boutique hotel chain
Delivering ~70% loyalty program renewals increase, 38% conversion rate for a luxury hotel chain
Increasing sales and accessibility through a UK clothing website
Accelerating growth with significant conversions, collections for major life insurer
HGS moves needle on sales and retention for Fujitsu, UK Post Office
HGS empowers retailer with more actionable VOC survey and analytics
Resolution-based approach drives reduction in email volumes for Indian telco
Significant cost savings and customer retention for a UK telco
HGS achieves AHT, CX improvements for consumer electronics leader
Comprehensive knowledge base drives consistency and transparency
Consolidating outsourcers results in happier customers and cost savings
Reducing churn and generating revenue for a North American telco
Winning partnership equates to DigiCX Excellence for consumer products client
Driving $70 million in savings for a workers' comp payer
Managing fluctuating volumes with digital solutions
Nation-wide energy savings helpline for the UK Department of Energy and Climate Change
Continuously innovating to transform the telecom customer experience
Supporting scale and improving efficiency for a major telecom provider
Integrated ‘digital first’ solution for international visa enquiry service
Forging personal, unforgettable connections with luxury goods consumers
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Awards
2020 Customer Fest Leadership Award – Best Use of Data and Insights
2020 IAOP Global Impact Sourcing Award
2020 IAOP Global Outsourcing 100 Award
2020 TMC CX Innovation Award
2020 Training Top 125
2021 IAOP Global Outsourcing 100 Award
2021 Winner: Training Top 100
2022 Communications Solutions Products of the Year
2022 IAOP Global Outsourcing 100 Award
2022 ISG Provide Lens: named HGS as a leader in all four quadrants
2022 Winner: AI Breakthrough Awards
2022 Winner: Training APEX Awards
2023 IAOP Global Outsourcing 100
2023 Winner: Training APEX Award
2024 Winner: Training APEX Awards
A Dual Win for HGS India at the Asia Pacific Stevie Awards 2023
Automation Anywhere IMEA Partner Award
Best Employee Relations Practices – 2020 World HRD Congress and Awards
Best Large Customer Service Team 2020 (Finalist)
Best Use of Social Media – 2020 World HRD Congress and Awards
Best Workplace Practices – 2020 World HRD Congress and Awards
Diversity Impact – 2020 World HRD Congress and Awards
Executive of the Year: Crystal Davis
2020 Golden Bridge Business and Innovation Award
HGS a Leader in the 2022 Gartner® Magic Quadrant™ for Customer Service BPO
HGS Agent X Aces Technology Innovation 2023
HGS Agent X Named Winner in 2023 BIG Awards for Business
HGS Digital recognized by Frost & Sullivan for its complete social media customer care solution
HGS has been awarded the Key Differentiator International WFM Award 2022
HGS has been recognized as a Bronze employer for IWEI 2022
HGS is the Winner at the Indian CSR Awards 2022
HGS Philippines Honored as Best Company to Work
HGS placed in the 2021 Gartner Magic Quadrant for Customer Service BPO
HGS’ Savita Jones, Named Finalist In 20th Annual Stevie®️ Awards For Women In Business
HGS UK Win Prestigious ‘Trailblazer’ Award At Nice Interactions Conference ’23 – London!
HGS’ Venkatesh Korla Wins Tech Innovator of the Year 2023
IAOP 2020 Excellence in Strategic Partnerships
IAOP 2021 Excellence in Strategic Partnerships
IAOP recognizes HGS for excellence in strategic partnerships
Instahiring Trailblazers 2020 Award
ISG Index 2020 – Booming 15 – Sourcing Provider Standouts
Outsource Partner of the Year Award BI Group
Responding in a Crisis – Best Partnership Solution 2020 (Finalist)
Stevie Customer Service Team of the Year 2020
Technology of the Year: Axle™
The CII DX Award 2021 for Integrated Customer Engagement Model
The Cloud Computing Excellence Award
The Cloud Computing Excellence Award 2021 – Cloud Accelerator
Transformation of the Year: Group Messaging Console
Woman of the Year in Customer Service – 2022
Blog
10 Actionable Tips to Motivate your Contact Center Agents
10 Important Factors that Guarantee Customer-Centricity in the Long Run
12 Vital Metrics and KPIs to Measure Contact Center Performance
4 Important Functionalities in Customer Engagement Software
4 Innovative Ways Gamification Drives Success in Business
5 Essential Contact Center Capabilities for Improved CX
5 Ways ChatGPT Improves Customer Experience
5 Ways Rewarding Employee Experience Improves CX
5 Ways to Enhance Your CX During the Holiday Season With Generative AI
6 Simple Ways to Achieve Quality Customer Engagement
Social Media Playbook: 7 Steps to Supercharge Social Customer Care
7 Ways ChatGPT Enhances the Performance of Contact Center Agents
8 Ways to Improve Call Center Productivity
9 Steps to defining an enterprise mobile strategy
Accelerating AI During COVID: Getting more Bang from your Bots
Addressing the Needs of Vulnerable Customers: HGS’ Inclusive Contact Centre Solution
Adopt the Right Approach to Business Innovation
Best-in-class social media customer care: What our experts want you to know
Beyond the CX: The Total Experience (TX)
Call Center vs. Contact Center: 6 Key Differences
Can companies continue to price services using FTE and headcount?
Changing Culture So Everyone Is Facing the Customer
ChatGPT – A Social Media Warrior
ChatGPT Explained: What are its Benefits and Limitations?
ChatGPT Privacy Concerns: Is Your Personal Data at Risk?
HGS Digital Partners with Twilio to Deliver Innovative Cloud Contact Center Services
Cognitive Contact Center: Using AI to Improve the Customer Experience
Combining bots and brains to transform CX: Your questions, answered
Contact Center Agents vs. ChatGPT
Creative Contracting Models Beyond FTE in the Digital Era
Cultural Fit – A Critical Piece to Digital Transformation RFPs
Customer-focused Cybersecurity Remains a Top Focus
Customization for your Customers: 5 Hyper-Personalization Trends
INFOGRAPHIC: CX Strategies to Earn Real-value Customers
CX Technology for Supporting the UK’s Most Vulnerable Customers
CX Trends and Advice for Inflationary Periods
Cyber Threats in Contact Centers: Understanding and Mitigating the Risks
Strengthen Your Digital Defense with Cybersecurity Experts-on-Demand
Data as the New Oil: Unravelling Equitable Value Across Geographies
Data Evolution: Prehistoric Times to Modern Era
Data Privacy: What is it? Challenges and Best Practices
Data Privacy: World War II Shaped the Evolution of Privacy Laws
Digital Transformation: Perspectives from HR
INFOGRAPHIC: Digitally Transforming a Bank Through Modern CX Principles
Does your Social Media Stack Up?
Employee Attrition — Exploring the Post-pandemic Landscape
Enhancing CX with Experts-on-Demand
INFOGRAPHIC: Experts-on-Demand Drives CSAT Success for Tech Leader
Experts-on-Demand vs In-House Talent
Get a Grip: Prevent Slip-and-falls with AI-powered Solutions
Headless CMS bridges the cross-channel chasm
HGS Achieves CCA Global Accreditation for Customer Experience Excellence
Using Empathy, Understanding and Experience to Lead
HGS Continues ISO 9001:2015 and ISO 27001:2013 Certifications
HGS Digital Earns ISO 9001 and ISO 27001 Certifications
HGS Focuses on Giving During Holiday Season
HGS Trend 4: Brand New Capabilities Are Required to Address Consumers
HGS’s 2020 Highlights: Achievement Amidst Adversity
Hola, Bonjour, Guten Tag…
How do I Improve my Contact Center Performance?
How do I Leverage Data for Better Customer Experience?
How do I Operate Effectively in a Remote Environment?
How do I Resolve High Call Volumes?
How do I transition my contact center to the cloud?
How Fast Should Brands Respond to Social Media?
How Knowledge Base Tools Boost Contact Center Agent Training
How to Choose the Right Cloud Service Provider for Your Organization
How to Elevate the Brand Reputation of a Business
How to Generate More Revenue Through your Contact Center
How to Get a Cloud Transformation Project Started
How to Handle Increased Customer Vulnerability
How to Improve Agent Productivity During Remote Working
How to Support ADA Website Compliance: 10 Top Design Tips
How to Unify Disjointed CX Systems with Customer 360 Experience
Implications of ChatGPT and Its Role in Shaping the Future
INFOGRAPHIC: Achieving Growth and Customer Retention by Controlling AHT and CSAT
INFOGRAPHIC: HGS Completes Cloud Migration in 4 Weeks
INFOGRAPHIC: Migrating Workloads by Leveraging the Skills of On-demand Experts
INFOGRAPHIC: Swift and Hassle-free Office-to-Home Cloud Transition in Days
Is your CX Feeling the Squeeze?
Maintaining Customer Relationships in a Cost-of-living Crisis
Make Way for the Metaverse: Plan Now for the New CX Universe
Modern outsourcing Is driven by insight and partnership – Not cost!
Navigate the Balance between Customer Data Transparency and Hyper-Personalization
One Love, Two CX Superstars: A “Decade Duo” Reflects on 10 years of Success at HGS Jamaica
Preparing for the Post-pandemic rise of Digital Nomadism
Ready to Modernize your Contact Center? Assess Trends with Care
Retail-Ready: 5 Non-voice CX Solutions to Deflect High Call Volume
Roundtable Recap: A Few Highlights on Creative Contracting and Digital Transformation
Scaling Businesses with On-Demand Expertise
A Self-sufficient Staff: 5 Tips for Recruiting Work-at-Home Employees
Simplify Your CX Strategy
Bringing Service to the Client: Why a Social Contact Center is Essential for Modern Customer Service
Tech or Treat: Top Tricks for Digital Transformation
The 5 Essential Stages of a Strong CX Journey
The Benefits of Data Engineering
The Benefits of Generative AI
The DIY Era of CX: Solving with Self-help and Agent Assist
The Future of Agency Outsourcing: Insights into the Evolving Landscape of Social Media Services
The Future of CX starts with Agent Augmentation
The Future of Generative AI: What can We Expect in the Next 5 Years?
The Future of Innovation: On-Demand Experts
The Future of Work: 5 Key Insights from CX Industry Experts
The History of Social Media Marketing: Its Evolution in Business
The Significance of Omnichannel CX in Business
The Top 5 Customer Experience Goals to set for your Business
Top 5 Social Media Marketing Challenges
Top 8 ChatGPT Prompts for Customer Experience (CX)
Top Questions to Ask Before Hiring a Social Media Agency for Your Business
Turn Work@Home into On-demand with Agent Self-scheduling
Unlocking Efficiency and Agility: The Power of End-to-End Cloud Solutions for Businesses
Vying for — and Winning — An Agent’s Time, Attention, and Loyalty in a Gig Economy
What are the Top Contact Center Skills for Agents and Managers?
What is Agent Collaboration and its Impact on CX?
What is Google Bard AI? How to Use it? Features, Use Cases, and Limitations
What is hyper-personalization?
Who Owns Automation in the Enterprise?
Why is Personalized Marketing Important in Today’s Era?
Philippines Contact Center Agents quickly Transition to Home Operations with Great Results
Artificial Intelligence
Chatbots: A Customer Experience Relic
From GPT-1 to GPT-4: A Look at the Evolution of Generative AI
How AI Powered Calls can Improve Customer Experience
How Artificial Intelligence is Transforming Contact Centers
How Nature-Inspired Engineering Shaped an Intelligent Workforce Management Solution
How to Ramp up VoC Programs with AI and Contact Center Automation?
How to Use Generative AI for Data Extraction and Analysis?
I Build for the Future – Episode 1
Multimodal ChatGPT: What can it do and what are its real-world applications?
AI Take-aways from the Zendesk “CX Trends 2022” report
The Key to Autonomous CX
The Need for a Game-changing Contact Center Software
The Role of AI and Machine Learning in Digital Security
Unleashing the Power of Data in an AI World
Using AI for Customer Experience Insights
What is Google Gemini? How to use it? Features and Limitations
What is Google Search Generative Experience (SGE) and how to use it?
ChatGPT
Series-Cost-of-living-impact-on-cx
Cybersecurity
eBooks
eBook | 10 steps to launch a work-at-home solution
eBook | 5 strategies for managing a contact center work-at-home solution
eBook | 5 tips to successfully manage your social media strategy
eBook | How to define the ROI of automation?
eBook | What are the benefits of Automation?
eBook | The top 10 customer experience trends of 2020 UK
eBook | Everything you need to know about Cloud Governance
eBook | Everything-you-need-to-know to launching text message customer service
eBook | How can today’s brands win with a data-driven approach to hyper-personalization?
eBook | Hyper personalize the banking customer experience
eBook | Measuring intelligent automation success
eBook | The top 10 customer experience trends of 2020
Events
19th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange
Execs In The Know – Customer Response Summit
Small Business Expo – Dallas
The human side of AI: agent empowerment to meet the customer where they’re at
Past Events
18th Annual Customer Contact East – A Frost & Sullivan Executive MindXchange
18th Annual Customer Contact West – A Frost & Sullivan Executive MindXchange
19th Annual Customer Contact East – A Frost & Sullivan Executive MindXchange
2023 IFA: What’s next in digital?
Consumer Response Summit
Execs In The Know Customer Response Summit
CS Week Conference
Customer Contact Week
Customer Contact Week – Las Vegas
CX BFSI USA Exchange
CX Exchange BFSI
CXFO Industry Council Retail Roundtable
Enterprise Connect
Evolving beyond legacy: overhauling archaic processes and igniting KPI success through digitization and automation
Genesys Xperience 2023
OWS23: Reimagined
The human side of AI: agent empowerment to meet the customer where they’re at
Upcoming Events
HGS Digital
Whitepaper | AI-enabled workplace safety solutions – Download now
Amanda Sternquist of HGS Digital: Five ways to leverage Instagram to dramatically improve your business
Whitepaper | Beyond measure: Making social care count
Whitepaper | DevSecOps: Building secure enterprise applications, at speed
CIO Digital Summit – Capitalizing on new influence
Customer service tech guide: Can AI rein in costs while enhancing the shopper experience?
CX Personalization: How to unlock brand loyalty in 2023
Cookies crumble: How CDPs are eating into DMP’s business
Contact center infrastructure: It’s time to assess your tools and technology
Digital enterprise CIO transformation
Four digital technologies that will transform the customer experience
HGS Digital partners with Automation Anywhere to deliver end-to-end process automation solutions
HGS Digital partners with CXM leader Sprinklr to develop and execute digital marketing and care strategies
HGS Joins the Everest Group Pledge
How to excel with data analytics
How to rethink your social media strategy
New ways companies are putting data and analytics to work
Redefining recruitment paradigms with automated chatbots at HGS
Webinar | Rev up revenue with social care opportunities
Role of change management in automation
Webinar | Summer of CX: AI, analytics, and cloud
Transformational CMO
Translating data to everyday language
How to create a fantastic retail experience that keeps bringing customers back for more
HGS Healthcare
HGS divests its Healthcare Services business
Hinduja Global Solutions concludes sale of its healthcare services business for US$ 1.2 Bn (approx. INR. 8,940 Cr) to BPEA
Partha DeSarkar, Global CEO, HGS was interviewed by Zee Business on the HGS healthcare business hive off
Insights Special Edition
Insights Webinar
Insights-whitepaper
Needs
Contact Center Transformation
Whitepaper | Building a Contact Center for the Future
Cost Saving
Customer Engagement
Customer Experience (CX)
5 Essential stages of a strong CX journey
Beyond products: How brands are cultivating trust in the age of customer-centricity
HGS automates CX for cost savings and efficiency: CIO shares success story
HGS Ranked as a Leader in all Four Quadrants of the 2022 ISG Provider Lens™ Contact Center — Customer Experience Services Report
Whitepaper | How CIOs can Leverage Personalized CX to Ramp Up Revenue
How HGS is shaping the future of CX and digital transformation in India
Report | Gartner 2022 Magic Quadrant for Customer Service BPO
Customer Loyalty
Digital Experience (DX)
Employee Experience (EX)
Employee Retention
Generate Revenue
Omnichannel CX
NXTDIGITAL
Focusing On Product Innovation, NXTDIGITAL Appoints Sooraj Keswani As Chief Customer Experience Officer
HGS approves share entitlement ratio of 20:63 for acquisition of NXTDIGITAL’s digital, media & communications business
HGS completes acquisition of NXTDIGITAL’s digital media business in India
NXTDIGITAL Expands leadership team, appoints Viresh Dhaibar as Chief General Counsel
NXTPLAY to give customers access to over 300,000 hours of content from leading international and regional OTT platforms
ONEOTT iNTERTAINMENT launches its enterprise networking solutions brand “CELERITYX”
Partner Releases
HGS Digital achieves Amazon Connect Service Delivery designation for contact centers
HGS Digital and Khoros announce partnership dedicated to transforming customer experience
HGS Digital executes reseller agreement with Adobe
HGS Digital partners with Glance to enhance digital customer experiences
HGS partners with Genesys
HGS partners with Progress
HGS UK and Engage Hub announce partnership to expand AI capabilities across CX
HGS UK and MaxContact announce partnership to transform customer experiences
New Partnership Announcement: HGS and ChatLingual
Zappix partners with HGS Digital to deliver intelligent virtual assistant and payment bots
Podcasts
S03E00 | Introducing CX Champions!
Episode 0 | Welcome to CXI: Customer Experience Investigators
Episode 1 | Building Your Customer Experience from the Ground Up with Robin Laine
S3E1 | From the Navy to Twilio: Glenn Weinstein
Episode 01 | Implementing invisible technology to power great customer experiences with Tom Martin, CEO at Glance Networks
Episode 10 | Tackling CX in the year of agility
Episode 11 | Leveraging technology to improve the employee and customer experience
Episode 2 | The case of slow customer onboarding
Episode 3 | How to better understand your customers as humans and support a more diverse UX
Episode 3 | The Pandemic Pivot
Episode 4 | Leveraging Technology to Meet the Needs of Multiple End Users
Episode 4 | The case of the missing customer
Episode 5 | Balancing Automation with Human Interaction
Episode 6 | The Move to Mobile
Episode 7 | Scaling Up a DTC Brand
Episode 8 | Cracking Open the Case Files
Episode 9 | Bringing digital transformation to a highly regulated industry
Episode # Season 2 trailer
Episode 2 | Getting Inside Your Customer’s Head
S04E0 | Welcome to Season 4 of CX Champions!
S3E2 | Embracing Change to Transform Your CX with Sarah Dekin, President and COO at Hometap
S3E3 | Jeff Newman: Personalizing CX at Porsche in a Digital-First World
S3E4 | Sarah Owen: Revolutionizing Claims Payments at One Inc.
S3E5 | A PR Executive’s Guide to CX Transformation: Stacy Armijo at Amplify Credit Union
S3E6 | Designing the Blueprint for Lifelong Customers with Sarah Diegnan
S3E7 | How to Create Raving Fans like a CX Rockstar with Craig Antonucci, CXO at Autocar
S4E2 | Prioritizing CX Over Profit: A Conversation with Pink Zebra Moving CEO Ron Holt
S4E1 | Speed Matters: How EasyPark Group Chief Customer Officer Scott Booker Stays Agile for High Customer Satisfaction
Press Coverage
12 Smart ways to monitor and manage a company’s reputation
14 Creative ways you can use AI to drive blog visits
14 Key projects comms teams needed outside agency help with (and why)
15 Comms pros share how their teams will leverage downtime this summer
18 Essential tips for marketers to use UGC to boost user engagement
3 Areas where good chatbot design can strengthen customer relationships
3 Top customer experience trends every retailer should know about
5 tips on using generative AI for CX – without detrimental mistakes
6 Ways intelligent automation is transforming the customer service industry
Activate edge AI to maximize manufacturing workplace safety
AI and automation will create more jobs than they will replace
AI seen to boost productivity in BPO industry
Andrew Kokes of HGS on the labor shortage & the 5 things we must do to attract & retain great talent
Are these the top 5 technologies of future? President and Global CIO, HGS thinks so
As Loyalty Withers, Lifetime Value Needs to Be Redefined
Beating the multi-cloud blues
Behind the scenes of summer travel: A robust CX strategy
Building employee connections: A way forward for successful enterprise
Building strong, sustainable relationships with clients
Business of experiences: shifting paradigm to customer-centric innovations
Candidates will have to hone their digital capabilities
Championing change management to accelerate automation
Changing aspirations of women employees
‘Choose to challenge’ to make life happen!
Corporate enablement in “breaking the bias”
Correct call center staffing: A critical solution to travel’s post-pandemic CX crisis
Coworking: Virgil Wong believes immersive technologies can connect us
Customer Experience (CX) is the single most important driver today
Design thinking can help connect tech pros more directly to customer experience
Driving accessibility and inclusion for PwD
Driving successful hybrid contact center models with modern tools and technology
Effective CX strategies amid evolving retail consumer engagement
Eight comms pros share must-have features in customer service chatbots
Elevating the brand reputation in the era of gen Z
Employee wellbeing is top priority for firms in the battle for talent
Episode # 107 of Get Out of Wrap podcast for Contact Centre Chat
Evolving performance management for the hybrid work environment
Experiencing better intelligence. How AI is improving the Customer Experience
Few firms have realized 80% of their CX plans
Forecasting, resilience, and agility key to adapting to clients’ evolving needs: Group CEO of HGS
Forget cookies and apps: How to use the voice of the customer as a data source
From allies to advocates: Empowering LGBTQ+ integration
From words to action: DEI Initiatives transforming workplaces
Go with the flow and see where it takes you: Natarajan Radhakrishnan
HGS 2023 Predictions: A new era of customer experience and digital transformation
HGS mourns the loss of Srichand Parmanand Hinduja (1935-2023)
HGS moves quickly to migrate contact center technology to cloud
HGS’s Virgil Wong and Smart Cube’s Nitin Aggarwal: How to leverage data for revenue
HGS wins 7 awards for distinctions in customer experience excellence and employee training
Hinduja Global Solutions 2022 predictions: Automate to innovate – Five future of work trends
How AI is shaping the future of customer interactions
How brands are using chatbots creatively to connect with audiences and engage them effectively
How can hoteliers balance a surge in travel with labor shortages?
How chatbots can influence customer experience
How data and analytics are changing customer experience
How enterprises are charting the new age realms of hyper-automation and how they can optimally deploy hyper-automation to drive business performance
How enterprises are thriving to manage and retain talent In a multi-generational workforce
How HGS overcame talent acquisition challenges using AI
How self-service experience can reduce customer confusion and increase satisfaction
How tech can help councils handle customer vulnerability
How the emergence of metaverse has resulted in changes in user experience
How to avoid security concerns while implementing automation
How to make tech support faster and easier—for both customers and agents
How to protect data in a multi-cloud environment
Importance of moment marketing – “Take a moment!”
India can be R&D lab of the world: Nat Radhakrishnan
India Inc is taking steps to recruit more people with disabilities
International day of persons with disabilities: A closer look at workplace inclusivity
International Youth Day: Top Companies for CSR for Youth
Is automation the answer to hospitality’s labor shortage?
Lack of talent is threatening cloud projects in India
Looking for a better tech career in 2022? These advices from leaders could be of help
Managers have a key role in enabling sustainable inclusion
Natarajan Radhakrishnan, President and CIO, HGS in an interview with DataQuest on emerging trends in Digital CX
Overcoming CX Labor Obstacles
Partha DeSarkar, Global CEO, HGS in a conversation with BloombergQuint on the Q4 and Full-year FY2021 results
Partha DeSarkar, Global CEO, HGS was interviewed by CNBC TV18 on the Q4 and Full-year FY2021
Partha DeSarkar, Global CEO, HGS was interviewed by Zee Business on the Q4 and Full-year FY2021
Partha DeSarkar of HGS: 5 Things I wish someone told me before I became a CEO
Perfect work-life balance – A new ask of employees today
PH needs to sustain position as preferred outsourcing destination
Pride Month: Here’s how industry leaders are creating inclusive and friendly environment for LGBTQ+ community
Pride Month Special: How companies are developing a gender inclusive workplace
Pride not Prejudice: How businesses can become more LGBT+ inclusive
Public sector customer service and the adoption of cloud technology
Putting employee experience at the center of digital transformation
Q&A: Rory Gentry, AVP of Digital Transformation, HGS
Qualtrics enables HGS to continually improve our employee experience to create a great place to work
Reassessing CSR focus in times of crisis
Reinforcing the role of CSR in education
Reinventing the wheel of L&D initiatives for a future-ready workforce
Revolutionizing customer experience: How advanced generative AI is changing the game
Revolutionizing CX with chatbots
Social media has been a great boon to battle the pandemic crisis: Sachin Karweer
STEM and the glass ceiling: take what is yours
Streaming on CNBC TV18: Watch HGS’ CSR story on The Changemakers – Season 2 program on CNBC TV18
Streaming on Forbes: Partha DeSarkar on Broadcast1’s Business Evangelist of India
The ABCD of inclusion: Leaders’ role in creating an accessible and sustainable workplace
The Balancing Act: EX + CX
The big CX decisions to make amid a recession
The biggest threat to any organisation is not investing in employee growth
The bread and butter of recruitment marketing: Attraction and retention
The business sense in PRIDE advocacy
The dawn of the Intelligent Edge
The E.T.H.O.S Of PRIDE
The evolving role of Chief Innovation Officer: Balancing technology, leadership, and strategy
The future of excellent CX: Leveraging enhanced generative AI
The journey to CX personalization: Building on a foundation of intelligent automation
This Women’s Day, let’s commit to walk the talk
Top 5 customer experience trends of 2021
Unleash your CX Rockstar: Five strategies for exceptional experiences
Using smart solutions to create low-effort, high-value tech support
Venk Korla of HGS Digital on 5 ways to create a wow customer experience
We asked the experts: What tech trends will shape 2024?
We reach out to the most marginalised and vulnerable sections of society: Shilpa Sinha Harsh of HGS
What are the benefits/disadvantages of outsourcing for businesses?
When furloughs are on the table: 6 strategies to put your employees first
Why and how the most innovative CMOs will own the contact center
Why empowering employees to bring their true selves to work amplifies engagement, productivity and loyalty
Why ERGs score over ESG ratings when it comes to LGBT+ inclusion at the workplace
Why HGS CIO is building an internal Gen AI lab
Will the Microsoft customer experience platform compete in the CX world?
Women’s Day – Shilpa Sinha Harsh, Senior VP, CSR and D&I, HGS
World Disability Day: It is high time organisations realised people with disabilities were not a liability
Press Releases
Business Process Management industry gets a boost during COVID-19
Customer experience more important than ever as new report finds nearly half of consumers say it shapes their brand opinion
Grant Thornton ranks HGS UK among the fastest-growing Indian companies in the UK
HGS announces Q4 and full-year results for FY2021
HGS appoints Patrick Elliott as new CEO for HGS UK
HGS selected by the Crown Commercial Services G-Cloud framework as an approved supplier
HGS DIGITAL joins AWS Contact Center Intelligence Solutions Partner Program
‘HGS Axle’ smartbot solution improves customer experience for roadside incidents
HGS Board unanimously approves buyback of equity shares, And welcomes Mr. A. P. Hinduja as Non-Executive Chairman
HGS Canada Certified as a Great Place to Work® for 2023-2024
HGS Colombia to ramp up to more than 300 employees by end of 2023
HGS completes acquisition of TekLink International
HGS continues to expand its digital focus, announces acquisition
HGS, global leader in Business Process Management, is hiring 250 remote employees in Montreal and Quebec City
HGS helping Crown Commercial Services to make UK public sector organisations more cost-effective
HGS is on board as one of Valuable 500 companies!
HGS launches global customer experience hub in Barranquilla, Colombia to support multilingual customer experience needs
HGS launches new contact center analytics platform
HGS Named a Leader in NelsonHall’s NEAT Evaluation for CX Improvement Capability
HGS organizes 3 day Tech Roadshow in Australia
HGS plans to set up a new delivery center in Mysuru, Karnataka
HGS supports disclosure and barring service to be named highest-rated public service organisation for customer satisfaction
HGS to acquire Diversify Offshore, Australia
Hinduja Global Solutions to create over 560 Northern Ireland jobs
HGS to kick off Tech Roadshow in Australia this July
HGS to organize Tech Roadshow in Melbourne on October 27, 2023
HGS UK and Engage Hub partner with The Pensions Regulator to help optimise customer journeys
HGS UK selected as strategic partner for UK public services transformation led by Government Digital Services
HGS unveils new digital-led vision
Hinduja Global Solutions wins contract from the UK Health Security Agency to provide critical services
Organisations must do more to support vulnerable customers during economic crises, says HGS
Public sector investment in citizen services during covid must continue in the face of a recession, says HGS
Solutions
Agent X Contact Center Dashboard
AI-enabled Knowledge Management: Key Benefits
INFOGRAPHIC: Elevate NPS Scores with Speech Analytics
HGS Agent X – A Game-changing Contact Center Accelerator
How HGS Agent X is Revolutionizing CX with Generative AI
How to Measure Contact Center Operational Efficiency
Analytics
6 Ways Data Analytics is Enhancing Customer Experience
Become a Better Business Detective with Image Analytics
Whitepaper | Can AI-powered Speech Analytics Improve Customer Experience
Whitepaper | Drive Better Business Outcomes with Contact Center Analytics
How to Measure the Performance of a Customer Data Platform
8 Unconventional Uses of Speech Analytics
INFOGRAPHIC: Accelerating the Process of Finding Backup Rental Cars
INFOGRAPHIC: Deepening Brand Loyalty for the World’s Leading Coffeehouse Chain
INFOGRAPHIC: End-to-End Social Care for a Leading Retailer
INFOGRAPHIC: Revitalizing Loyalty Amongst Customers with an Analytics Driven Solution
INFOGRAPHIC: Support for CSAT and Complaint Resolution for a Major Automotive Manufacturer
Make the Most of CX Metrics to Improve Customer Experience
Mother’s Day Gift Personalization
Redirect CX Journeys in Accordance with CX Analytics
INFOGRAPHIC: Social Media Reputation Management: Lessons on Brand Image
Whitepaper | Speech analytics steers today’s true Voice of the Consumer
The Future of AI and Predictive Analytics
Whitepaper | Valuable Visuals: The Power of Digital-Driven Image Analytics
Everything you Need to Know About Contact Center Analytics
Automation
10 Factors in Selecting an Automation Partner
Automation Helps Employers Grapple with the Fallout of the “Great Resignation”
Boost your Digital Workforce with Intelligent Document Processing
Building Better Chatbots: 7 Key Considerations
Estimate ROI and Automation Benefits with a LeanOps Assessment
From POC to COE with RPA Implementation
How to Overcome Automation Implementation Challenges
Intelligent Automation is Transforming the Customer Service Industry
RPA Implementation: Key Stages and Definitive Timelines
The Human Element in Automation: Augmenting Employee Potential
The Ultimate RPA Checklist: Key Steps for Successful Implementation
Using Automation to Transform Business Processes
How Is Autonomous CX Different from CX Automation?
Why SageMaker for AI Driven Organizations
Winning Technology of the Year: Assisting Drivers in Distress
Cloud
Contact Center Outsourcing
Whitepaper | Choosing the Right Outsourced Delivery Model
Experts on Demand
Rethinking IT Staffing in an Uncertain Economy
Generative AI
Social Media
Summit
Build for the Future Summit 2023 – Agenda
Build for the Future Summit 2023 – Register
Build for the Future Summit 2023 – Speakers
Build for the Future Summit 2023 – Venue
UK
In honor of Her Majesty Queen Elizabeth II (1926-2022)
Why a career in CX is a strong choice for ambitious professionals
Uncategorized
Report | Modern employee experience in the contact center of the future
Videos
Webinars
Webinar | CX survival strategies to leverage new buying behaviours
Webinar | CX trends 2020: The state of the industry
Webinar | How to deliver EPIC social media engagement at scale
Webinar | How to launch a successful work from home program
Webinar | Leveraging Bots&Brains™ for the new normal
Webinar | Measuring the voice of your customer in an AI-driven world
Webinar | Modernizing apps using AWS cloud databases
Webinar | Optimize your omni-channel personalization strategy
Webinar | Award-Winning Social Media Strategies for the CX Generation
Webinar | Steps to navigate social media during a crisis
Whitepapers
Whitepaper | A closer look at DevOps: Definition, origins, importance, and relationship with the cloud
Whitepaper | A look at disaster recovery and the viability of a cloud-based solution
Whitepaper | Big data: Better data. Driving ROI with contact center advanced data analytics
Whitepaper | A comprehensive guide to evaluating customer data platforms (CDPs)
Whitepaper | Creating an effective social media crisis plan
Whitepaper | Digital transformation for contact centers
Whitepaper | Everything you need to know about CDPs guide
Report | Get your social score
Whitepaper | How to create an enterprise mobile strategy
Whitepaper | How to design an effective customer self-service portal
Whitepaper | Effectively managing the volume of social media activity
Whitepaper | Using customer data platforms: A guide to successful data-driven, hyper-personalized marketing
Whitepaper | Cybersecurity threats to enterprises: Surviving the rise of cybercrime
Whitepaper | Leveraging bot technology to enhance the customer experience
Whitepaper | Leveraging data to lower roadside assistance expenses
Whitepaper | Machine learning 101 for savvy retail marketers
Whitepaper | Outsourcing your contact center for the first time? Here’s what you need to know
Report | Rely on a recognized CX leader
Whitepaper | A must-read guide: Selecting a retail CRM system
Whitepaper | Tips for integrating AI, bots, and analytics ahead of peak holiday season
Whitepaper | To offshore or not to offshore
Whitepaper | Today’s BPO partner caters to BFSI with smart automation, self-service, and a 360-degree view
Report | Top brands are building customer loyalty online
Whitepaper | Top10-customer-engagement-excerpt-for-HGS
Whitepaper | Transforming the marketing department for the digital age
Whitepaper | Using AI to improve the contact center customer experience
Which vendor is best positioned to help retail and CPG brands increase CX?
Analyst Reports
10 Creative Ways to Leverage Advanced Analytics
Report | HGS top 2022 Digital Trends
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