Webinars

WEBINAR: How To Get More Value From Customer Analytics

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.

WEBINAR: How to Automate Enterprises for Cost Take Out & Enhanced CX

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.

WEBINAR: How To Get More Value From Customer Analytics

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.

WEBINAR: How to Automate Enterprises for Cost Take Out & Enhanced CX

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.

WEBINAR: Expert Predictions for the Future of Customer Service

Digital disruption has already revolutionized industries and the customer service industry is no exception. Digital interactions now account for more than 42% of all interactions taking place inside contact centers across the globe. At that current rate, digital is expected to overtake voice in 2018. Is your contact center ready?

WEBINAR: Driving CX Through Design Thinking & Digital Transformation

We will share three client examples to showcase our application of Design Thinking and Digital Transformation to drive CX. Join Mohit Saxena, Head of India Business and Sachin Karweer, Business Head – HGS Interactive as they talk you through a consultative due diligent approach to understand your customers better and also learn how to use predictive analytics to achieve data driven results.

WEBINAR: A Practical Approach To Tackling Automation In Your Contact Centers

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.

WEBINAR: Top 10 CX Trends of 2018- UK Edition

From what’s new in artificial intelligence and automation to preparing for a virtual workforce, we’ll unpack the latest trends in customer experience to ensure you’re fully prepared to succeed in 2018.

WEBINAR: The State Of Customer Experience Survey

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.

WEBINAR: Top 10 CX Trends of 2018

From what’s new in artificial intelligence and automation to preparing for a virtual workforce, we’ll unpack the latest trends in customer experience to ensure you’re fully prepared to succeed in 2018.

WEBINAR: Practical Steps to Digital Transformation

Digital transformation is changing the way customers buy from and engage with brands and is a major disrupter to the customer service industry. Learn practical tips for ensuring your company leads in the digital revolution.

WEBINAR: Which Shore is Best? How to Choose the Best CX Option for your Business

If you missed the webinar on the 4th of October or if you’d like to listen to it again, you can listen to the recording below. This webinar sheds light about some of the latest industry research on key global hotspots as well as insights on balancing Bots and Brains with your locations strategy.

WEBINAR: Reinventing the Customer Service Model Using Bots&Brains™

If you missed the webinar on the 17th of August, or if you’d like to listen to it again, you can listen to the recording below. This webinar will help you learn how the right combination of brains and bots (automation and artificial intelligence) can help customer-focused businesses meet heightened expectations for service in this increasingly digital landscape.

WEBINAR: Using Voice of the Customer Analytics for Change

If you missed the webinar on the 12th of July or if you’d like to listen to it again, you can listen to the recording below.  Are you measuring the right metrics to achieve your business objectives? This webinar describes how to move from reactive data and tactical operations management to proactive data and strategic management by aligning your analytics framework to your business needs.

WEBINAR: Customer Journey Mapping: Creating Your Digital Customer Experience Roadmap

If you missed the webinar on the 18th of May or if you’d like to listen to it again, you can listen to the recording below.  This webinar will help you identify how your customers experience your company, throughout their purchase and into the long term.

WEBINAR: Combining Bots and Brains to Transform the Customer Experience

If you missed the webinar on the 20th of April or if you’d like to listen to it again, you can listen to the recording below.  This webinar discusses Combining Bots and Brains to Transform the Customer Experience

WEBINAR : Top 10 Trends Impacting Better CX In 2017

If you missed the webinar on the 11th of January or if you’d like to listen to it again, you can listen to the recording below.  This webinar discusses the Top 10 Trends Impacting Better CX in 2017

WEBINAR: How to Overcome Common Omni-Channel Challenges

If you missed the webinar on the 9th of November or if you’d like to listen to it again, you can listen to the recording below.  This webinar discusses how to overcome some of the common omni-channel challenges.

WEBINAR : The Customer Experience 2020: The Digital CX Journey

If you missed the webinar on the 12th of October, or if you’d like to listen to it again, you can listen to the recording below. This webinar discusses all of the elements needed to successfully launch text message customer service.

WEBINAR : How to Launch Text Message Customer Service

If you missed the webinar on the 31st of August, or if you’d like to listen to it again, you can listen to the recording below. This webinar discusses all of the elements needed to successfully launch text message customer service.

WEBINAR : How to Launch Web Self-Service

If you missed the webinar on the 15th of June, or if you’d like to listen to it again, you can listen to the recording below. This webinar talks about how you can improve customer experience while reducing operational costs. HGS Solutions & Capabilities team members Lauren Kindzierski and PK Kalra describe how to use web self-service to optimize CX.

WEBINAR : Your Customers Are Chatting. Are You Still Talking?

If you missed the webinar on the 6th of May, or if you’d like to listen to it again, you can listen to the recording below. This webinar will dispel some popular myths about chat and describe how to pivot to chat from service channels such as website self-service and voice. 

WEBINAR : How to Launch Text Message Customer Service

If you missed the webinar on the 23rd of March, or if you’d like to listen to it again, you can listen to the recording below. This webinar will discuss all of the elements needed to successfully launch text message customer service.

WEBINAR : The Evolving Role of Customer Care Analytics

If you missed the webinar on the 10th of February, or if you’d like to listen to it again, you can listen to the recording below. 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.

WEBINAR: Journey to Net Promoter Success

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.

WEBINAR : Framework for Actionable Customer Analytics

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.

WEBINAR: “Providing Effortless Experiences”

If you missed the webinar on the 4th of November, or if you’d like to listen to it again, you can listen to the recording below. This webinar focused on social, mobile, and self-service strategies that can provide effortless digital customer experiences across multiple channels.

WEBINAR: “Rewire the Digital Customer Experience”

If you missed Lauren Kindzierski’s October 7 webinar or if you’d like to listen to it again, you can listen to the recording below. This webinar provided tips for getting the digital customer experience right and provided new ways to create an emotional connection with customers throughout each stage of the customer journey.