Insights

Whitepapers, reports, and more


Customer experiences, business process optimization, and digital transformation

Contact center analytics whitepaper feature image

Whitepaper

Drive better business outcomes with contact center analytics

Step up CX with HGS Digital’s analytics solution

Download

CX trends and insights feature image

Report

Is your brand investing correctly to meet rising consumer expectations?

HGS shares expertise as a contributor and exclusive sponsor of Execs In The Know CX Leaders Trends and Insights: Consumer Edition 2021 report.

Download

CIO personalization whitepaper feature image

WHITEPAPER

How CIOs can leverage personalized CX to ramp up revenue

Learn 5 ways to generate personalization-powered revenue

Download

image analytics

WHITEPAPER

Valuable visuals: The power of digital-driven image analytics

Ai and ML-powered image analytics drives improved data analysis

Download

Feature image for Speech Analytics whitepaper

WHITEPAPER

Speech analytics steers today’s true Voice of the Consumer

AI-powered speech analytics boosts CX and agent performance.

Download

Image of a worker in a safe workplace

WHITEPAPER

A new frontier: Can artificial intelligence save lives in the workplace?

Step up workplace safety with smart AI-enabled solutions.

Download

WHITEPAPER

To offshore or not to offshore? A critical decision-making path

Peter Ryan of Ryan Strategic Advisory offers considerations for enterprises choosing offshore CX management models.

Download

Image of a conference room

WHITEPAPER

Outsourcing your contact center for the first time? Here’s what you need to know

Learn many important considerations that enterprise contact center executives must analyze and ask potential partners.

Download

Image of a hand holding a smartphone and surfing social media

WHITEPAPER

Beyond measure: Making social care count

In a KPI-driven world, a successful social media strategy must align with top-priority business goals.

Download

Gartner Magic Quadrant chart

ANALYST REPORT

HGS recognized as a leader in Gartner 2021 Magic Quadrant for Customer Service BPO

HGS acknowledged for its ability to execute and completeness of vision.

Download

WHITEPAPER

A business process outsourcing partner who designs, builds, and operates effortless customer and agent experiences

Download

image of a call center team at work

WHITEPAPER

Innovating analytics in customer care beyond the voice of the consumer

Apply innovation to VOC data analytics with the same passion and tenacity as you would when developing new product offerings.

Download

Quadrant report cover

REPORT

Rely on a recognized CX leader

HGS has been declared a Leader among its customer experience (CX) peers in the ISG Provider Lens™ – Contact Center – CX Services 2020 report.

Download

WHITEPAPER

Delivering stellar and superior CX with an omnichannel bot

Today’s next-level chatbots are playing an essential role in delivering optimized customer experience— and they are increasingly invisible doing it…

Download

Everest Group report image

REPORT

Count on a star performer!

Everest Group has recognized HGS as a Major Contender and Star Performer in the Everest Group PEAK Matrix® for Healthcare Payer Operations Assessment 2020.

Download

Thumbnail image of social score report

REPORT

Rate your social performance vs. your industry

Get a free competitive analysis of your social media performance.

Get your score

Nelson Hall CX in Retail and CPG cover image

REPORT

Which vendor is best positioned to help Retail and CPG brands increase CX?

Market analysis: CX series in retail and consumer packaged goods

Download

2020 Trends cover image

TRENDS: Healthcare

20/20 vision: 9 trends at the heart of tomorrow’s healthcare

Hear from a group of HGS’s healthcare leaders about what’s on-trend and what’s next.

Download

a transportation truck on the road

WHITEPAPER

Leveraging data to lower roadside assistance expenses

Truck breakdowns historically have been nightmarish events involving a flurry of phone calls with drivers’ fleet supervisors and service truck companies and exhaustive logistics on the whereabouts of the breakdown events. …

Download

WHITEPAPER

Rewire the digital customer experience

In today’s reputation economy, getting the digital customer experience right is essential to your survival. Brands need to remember that experiences are not logical, they are emotional….

Download

Image of a DevOps security personnel working on computer

WHITEPAPER

DevSecOps: Building secure enterprise applications, at speed

Customers are demanding better applications, faster. As high velocity application development becomes an organizational priority in response to customer demand, so too does security. …

Download

Big Data white paper cover image

WHITEPAPER

Big data: Better data driving ROI with contact center advanced data analytics

Advanced data analytics serves as a direct link for contact centers to both improve operational performance and gain a 360-degree view of customers.

Download

Image of a woman using her smart phone to perform self-service

WHITEPAPER

How to design an effective customer self-service portal

Learn the right way to build, implement and optimize a self-service option for customers – as well as some of the ways it can go wrong.

Download

Image of creating social plan whitepaper cover

WHITEPAPER

Prepare to protect: Creating an effective social media crisis plan

A faulty product, a marketing campaign gone wrong, or a slip of a tweet. It happens to the best of brands. A social media crisis can happen at any time, so preparation is key. …

Download

u=image of two doctors

REPORT

Recover lost revenue

Leverage Artificial Intelligence to automate your revenue cycle.

Download

BPO partners caters to BFSI whitepaper feature image

WHITEPAPER

Today’s BPO partner caters to BFSI with smart automation, self-service, and a 360-degree view

Sweeping market change and disruptive innovation, such as Robotic Process Automation (RPA), have set the stage for opportunity in the financial services industry….

Download

Tips for integration whitepaper feature image

WHITEPAPER

Tips for integrating AI, bots, and analytics ahead of peak holiday season

Contact center managers across North America prepare for the busiest time in retail – holiday peak season…. But, as a result of the proliferation of artificial intelligence (AI), automation, and chatbots, tides are turning in retail.

Download

Image of managing social volume whitepaper cover

WHITEPAPER

Effectively managing the volume of social media activity

As requests for issue resolution via social channels increase, brands must combine tech with talent to meet online customer demand.

Download

WHITEPAPER

Using AI (not just NPS®) to improve the contact center customer experience (CX)

This white paper provides an in-depth insight on how integrating Artificial Intelligence along with NPS® helps in improving contact center customer experience.

Download

Image of a man operating his computer

WHITEPAPER

Hyper-personalize CX using customer data platforms

Disaster-proof your business data on the cloud. Explore the white paper to leverage cloud-based disaster recovery systems for effectively handling disasters and ensure holistic protection of enterprise data.

Download

Evaluating retail CRM whitepaper cover image

WHITEPAPER

Selecting a retail CRM system: Must-read guide

This comprehensive guide will help retailers properly assess and evaluate retail CRM systems to select the best solution for their business needs.

Download

image of cyber security concept

WHITEPAPER

Level-up cybersecurity and thrive in the digital era

Download our recent whitepaper and get an in-depth overview of the latest cybersecurity landscape and how your business needs to scale up to understand and defend your data against pervasive cyberattacks.

Download

Enterprise mobile strategy whitepaper cover image

WHITEPAPER

How to create an enterprise mobile strategy

A complete guide on how to create an Enterprise Mobile Strategy for your business, which will help you build an empowered, more efficient workforce and increase revenue and profitability.

Download

CDP vendor evaluation cover image

WHITEPAPER

The complete guide to evaluating customer data platforms

This comprehensive guide will help organizations properly assess and evaluate CDP systems to select the best solution for their business needs…

Download

Transforming Marketing whitepaper cover image

WHITEPAPER

Transforming the marketing department for the digital age

Marketing has evolved as the most important strategic function for global organizations and is becoming an integral part of an organization’s long-term strategy.

Download

DR in Cloud cover image

WHITEPAPER

Disaster recovery and the viability of a cloud-based solution

In this digital economy, data is the currency. And you don’t want to lose your currency. Cloud solutions make it easy to manage and back up data in the event of a disaster.

Download

Image of Everything you need to know about CDP cover

WHITEPAPER

Everything you need to know about customer data platforms

As marketing organizations look to gain efficiencies and target customers in parallel, Customer Data Platforms (CDPs) truly are a marketer’s best friend…

Download

Image of abstract hand and globe

WHITEPAPER

A closer look at DevOps: Definition, origins, importance, and relationship with the cloud

In this white paper, discover how to leverage DevOps to build and deploy IT applications on multi- cloud environments, accelerating customer experience innovation

Download

Image of a shopper with several shopping bags on her arks

WHITEPAPER

Machine learning 101 for savvy retail marketers

This white paper outlines strategies and tactics for marketers to make the best use of machine learning in creating a data-powered retail organization.

Download

CX-services-retail-CPG-Nelson-feature

Report

Which vendor is best positioned to help retail and CPG brands increase and improve the CX?

This NelsonHall Vendor Evaluation & Assessment Tool (NEAT) analyzes the performance of vendors offering customer experience services (CXS) in the retail and CPG sectors.”

Download

Image of bot technology

WHITEPAPER

Leveraging bot technology to enhance the customer experience

Customer experience management has evolved sharply over the past decade. In many ways UK enterprises are leading this charge, alongside their outsourcing partners. New, interactive technologies such as Bots, have the potential to revolutionise how contact centre interactions are delivered, but also carry risks.

Download

Image of abstract digital waves

Report

Top brands are building customer loyalty online

Is your social media team protecting your brand and gaining insights from online customer feedback?

Download

HFS top 10 feature images

Report

Which do users say is the top contact center company?

HFS Research declares HGS “A Digital Customer Experience Thought Leader” among the top 10.

Download

Image of a group of people analyzing data

Report

Digital transformation for contact centers

Driving profitable growth in a digital age by transforming customer experience.

Download