After seven years of success, the Customer Service Summit is heading to the West Coast for the first time, bringing together an unrivaled list of major brand leaders to guide you into the future of customer care and social media customer service. 150+ Customer Service Leaders meet to map the future of customer support with an agenda focused on the future of customer service. This year’s theme revolves around effortless, seamless and anytime customer care and we’ve focused the agenda to bring you in-depth insights on the critical issues you’ll face in the year ahead.
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Automation is becoming a necessity to reduce cost, improve quality and get the right answer fast. You know you need to adopt automation , but where to begin? Ram Mohan Natarajan, SVP Business Transformation at HGS will walk you through, the industry adoption trends in automation, an intelligent automated approach leading with Bots & Brains and real client stories showcasing the impact of Automation. Register Now
HGS is a proud partner of Digital Government 2018.
Whether you are looking to overcome challenges related to fulfilling the Government Transformation Strategy, want to identify potential areas of collaboration or enhance the public's experience of interacting with services online; Digital Government 2018 is your opportunity to network and share best practice with industry leaders.
HGS is one of a select few suppliers on the Crown Commercial Framework with the experience and expertise to support Government with it's digital transformation strategy.
For more information, please contact Rob Irons, Head of Public Sector at HGS - firstname.lastname@example.org
Are you measuring the right metrics to achieve your business objectives? This webinar, featuring HGS SVP of Solutions and Capabilities, Parikshit Kalra, will describe how to move from reactive data and tactical operations management to proactive data and strategic management by aligning your analytics framework to your business need.
Success in any business today relies on putting customers before anything else, with Danone Nutricia being a leading example. Danone’s customer service department provides support to parents during the first 1000 days of a baby’s life. The team of dedicated midwives, nutritionists and customer experience professionals demonstrates Danone’s brand commitments to consumers across the country. At this event learn how to…
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We're creating an all-inclusive, long overdue forum for the healthcare ecosystem: A place where the 'hard' conversations take place and actionable solutions are shared. Key to our approach is the inclusion of representatives from across the healthcare continuum including health payment, delivery, and policy makers, as well as the disruptive startups and existing companies that provide tech-enabled services to drive efficiencies and better health outcomes.
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SOCAP's new Professional Development Forum (formerly the Symposium) has been designed to help customer care professionals address these various roles and workplace realities. Through a series of targeted and interactive workshops, the Forum is focused on enhancing the skill sets of customer care professionals at different levels. The Forum is structured to provide interactive learning experiences that will immerse attendees in specialized content with a focus on continuous improvement.
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Digital disruption has already revolutionized industries across the globe, and the customer service industry is no exception. At the current rate, digital is expected to overtake voice in 2018. Is your contact center ready? Join HGS VP of Solutions and Capabilities Lauren Kindzierski together with special guest John Gibney, Senior Customer Service Manager, Jarden Customer Solutions as they cover:
The new competitive landscape is focused on Customer Experience across the enterprise. For service leaders this means delivering meaningful customer engagement across all channels.
Find a laser focused discussion for customer service experience leaders, sessions designed to promote candid conversation and one-to-one engagement, with your industry peers. Tailor your experience by choosing from Beginner and Advanced sessions. Hear from and network with organizations that are on the forefront of customer service greatness. Click here to know more.
You know you need to tackle automation for your contact centers, but where to begin? This webinar featuring Katrina Menzigian of Everest Group and Lauren Kindzierski of HGS, will offer learnings from enterprises already on the automation adoption path, with a special focus on how to prepare your organization for optimal impact from automation. Register Now
The race to deliver the most affordable and efficient services is on, how do you make sense of the opportunities and then maximize them?
Join IAOP and hundreds of customers, service providers, advisors and academics, at the Renaissance Orlando, in Orlando, Florida, as we examine these and other topics critical to your success. Click here to know more.
Get a sneak peek into the results of the first ever “State Of Customer Experience” Survey. CANAM Research, together with HGS, surveyed close to 100 customer experience executives to find out what they’re prioritizing in 2018. Register now
Business Transformation Summit is a premier knowledge-exchange platform which brings all, COOs, CSOs, CIOs, Chief Excellence Officers, Directors of Business Excellence, Business Transformation, Innovation Excellence, Operational Excellence, Operations, Business Development, Business Heads, Senior Manager, General Manager’s Community together to share ideas, information and solutions around the framework, innovation and trends all key developments that will improve the organization transformation process. Click here for more.
HFMA Region 9's seven chapters serve over 4,000 member healthcare professionals in Arkansas, Louisiana, Mississippi, Oklahoma, and Texas. With up to 20 available CPE credits and a top-flight agenda of education topics presented by industry experts and senior healthcare executives, this has been a premiere opportunity since 2003 to network, learn, and enhance your professional credentials.
The 2016 conference was a tremendous success with over 500 attendees and a total of 1350 CPE credits issued. To view the conference program, click here.
The DigiTrans forum will bring business leaders and technology innovators together to understand processes, technologies and strategies to harness the power of digital transformation. The event, which is presented by MIT Sloan Management Review and Khaleej Times, will focus on customer centric experiences and operational efficiency. DigiTrans will offer actionable knowledge for strategy, organizational roadmap, and innovation-based opportunities. HGS is participating in the event as a Gold Sponsor.
Are you measuring the right metrics to achieve your business objectives?
This webinar will describe how to move from reactive data and tactical operations management to proactive data and strategic management by aligning your analytics framework to your business need.
One of the best ways of telling the story of your customer’s interactions with your company is through a journey map. Join HGS VP of Solutions and Capabilities, Mandeep Singh Kwatra as he helps you identify how your customers experience your company, throughout their purchase and into the long-term.
Use customer journey maps to identify critical touch points.
Develop a consumer-first culture to drive innovation.
Provide your company with the tools and the game plan to transform your customer engagement and grow your revenue.
In 2017, we’re seeing collaboration between man and machine to deliver the next generation of CX.
Join HGS Global Head of DigiCX, Marketing, Strategy and Growth, Chris Lord as he describes how to use a design thinking approach to create sustainable value by:
Join and hear more about how the customer expectation in 2017 will drive even more rapid change in the way service is delivered.
Customers want to resolve issues on the go, via their mobile or tablet device. And, they are increasingly abandoning traditional support channels in favor of digital and self-serve options.
Today’s consumers know more, expect more, demand first-class service, and yet are a lot less loyal.
Who will win in the year 2020? Arguably, the world’s most innovative companies – those that can anticipate the future needs of their digital customers, while creating memorable customer experiences.
This year’s Execs in the Know Customer Response Summit, focuses on customer experience across the enterprise. For service leaders, this means delivering meaningful customer engagement across all channels. Innovative technology, enhanced processes, and empowered agents are essential to build a customer interaction that not only delivers, but also strengthens loyalty and increases satisfaction. Exceptional leaders are harnessing the power of the service channel through data, tools, and resources, to reinvent customer experience across their brand. In this year’s summit, Lauren Kindzierski, Vice President, Solutions and Capabilities at HGS will be running a Customer Shop Talk Workshop on How to Launch Text Message Customer Service.
Consumers have become “rewired” mentally and emotionally to their smartphones and tablet devices, which have caused them to increasingly abandon traditional customer support channels in favor of digital and self-serve options. Allowing your consumers to text your customer care team is a giant leap forward in meeting their digital and mobile expectations.
This webinar will discuss all of the elements needed to successfully launch text message customer service.
Synthetix is a leader in multi-channel, online customer service and has worked with many of the world’s best known brands, transforming their online customer experiences using web self-service and contact center technologies. On June 23, Synthetix is hosting a conference in which Mandeep Kawatra, Vice President, Capabilities & Solutions at HGS will be one of the distinguished speakers.
The event will enable attendees to:
If you’re looking to improve customer experience while reducing operational costs, don’t miss HGS Solutions & Capabilities team members Lauren Kindzierski and PK Kalra describe how to use web self-service to optimize CX.
Attendees will learn how to:
The Customer Experience Exchange for Retail will bring together many C-level executives and directors of customer experience, marketing, operations, and eCommerce from Fortune 500 retailers to meet, discuss, and share best practices to improve the future of retail. Alongside cutting edge sessions, attendees will have the exclusive opportunity to meet with innovative, future thinking customer experience solution providers –
Lauren Kindzierski, Vice President, Solutions and Capabilities at HGS will be giving a presentation on May 23 titled “Rewiring the Digital Customer Experience.”
Digital Travel Summit is the digital marketing, eCommerce strategy and customer engagement event for travel, hospitality and leisure companies. The industry is going through an unprecedented period of change – coping with heightened competition in a multi-channel environment, the pressing need for brand differentiation and eroding customer loyalty. The Summit will focus on how travel, hospitality and leisure companies can act more like retailers to embrace digital strategies, harness technology to improve operations, and enhance the consumer experience to build true loyalty. Over 150 industry professionals will learn from top speakers in the industry while fostering key relationships through networking at this event. Chris Lord, Senior Vice President, HGS is one of the distinguished speakers in a panel discussion on ‘Form Versus Function—Building An Effective Online Experience’.
In today's digital age, getting the digital customer experience right is essential to your survival. Brands need to remember that experiences are not logical, they are emotional. Find new ways to create an emotional connection with customers throughout each stage of the journey. Join Lauren Kindzierski, VP of Solutions and Capabilities at HGS as she describes key strategies allowing you to deliver WOW service to your connected customers.
Attendees will learn the five strategies for delivering a WOW customer experience:
“Survey Says….Invest in Analytics!” When asked where they would spend a fictional extra 10% boost in budget, 43% of survey respondents at a recent HGS webinar said they would invest in analytics. This was the highest of any category, and not surprising considering the rapidly evolving use of analytics in understanding the “new” voice of the consumer. Web chat, social, texting, and self-service channels all need to come together to produce insights.
Customer care organizations have moved beyond the traditional use of analytics that typically centered around “top issues”, “top inquires”, and “top suggestions” to now playing an increasingly important, integrated role with cross functional partners such as product quality and safety, manufacturing, risk management, product development, and even HR.
This webinar will discuss some of the techniques that can be leveraged to fully optimize the ability to provide broad insights to many stakeholders across the organization, and how having a “culture of analytics” can play a critical role in translating data into insights
Creating a positive current in your business begins the moment a job candidate walks through your front door, until they are providing your customer with an exceptional customer experience! Don’t leave it to chance. It must be intentional. It must be planned. It must be practiced.
This webinar will share the 7 key points that evolved over a 5+ year journey to best-in-class Net Promoter Scores for a global financial services client.
Attendees will leave this webinar with a clear understanding of the importance of developing a positive current in their business as a means to driving exceptional customer experiences and network leading results!
A closed loop approach to analytics can convert large amounts of data into actionable insights. Understanding that the most confusing part of any analytics program is determining where and how to get started.
This webinar will share practical applications of analytical methods that create business impact including:
Attendees will come away with ideas about how to create the right framework and the kinds of results that can be expected based on real business success stories driven by actionable insights.
Featuring insights from experts, Katrina Menzigian of Everest and PK Kalra.
After registering, you will receive a confirmation email containing information about joining the webinar.
Thanks to smartphones, our society is becoming “rewired.” People want to resolve their issues on the go, via their mobile or tablet device, and in between text messages. Consumers’ preferences for customer service channels are changing. Adoption of digital customer service channels, with an emphasis on self-service web, social, and mobile is exploding as consumers expect relevant and effortless omni-channel customer experiences. During this webinar, we will take a deeper look into social, mobile, and self-service strategies that can provide effortless digital customer experiences such as:
Rewire the Digital CX to Create a Wow Customer Experience!
In today’s digital age, getting the digital customer experience right is essential to your survival. Brands need to remember that experiences are not logical, they are emotional. Find new ways to create an emotional connection with customers throughout each stage of the journey. Harness key strategies to allow you to deliver WOW service to your connected consumers:
Device Agnostic Approach: allow customers to start, stop, pause an interaction and engage across all devices
This event is a one-stop event for CX professionals to acquire tactical insights to enhance employee engagement, customer loyalty, journey mapping, business intelligence, B2B relationships, and change management. Hear from international CX trailblazers, including HGS’ own Chris Lord, through exclusive case studies and interactive sessions.
Asia BPO Summit will feature high-profile industry leaders working together to display Southeast Asia as the premier destination of shared services and offshore outsourcing for global and regional organizations.