ISG Provider Lens™ Customer Experience research report published in September 2023 compared provider strengths, challenges, and competitive differentiators. CX remains a crucial priority for enterprises and ties closely with strategic goals. The report showed how enterprises are addressing...
An omnichannel approach to customer experience is essential for companies focused on maintaining a strong brand reputation. Done well, an effective omnichannel platform delivers a resolution-centered, personalized experience to every customer – on a channel of their choice. Customer Experience...
While many shoppers still rely on traditional customer service channels like voice, others — like millennials and Gen Z who use SMS , chat , and social media regularly in their day-to-day — prefer digital channels. In fact, 87% of service professionals have seen an...
Concerned retailers are feeling the impact caused by recent global supply chain issues. Cargo vessels filled with shipping containers of merchandise are anchored offshore at major U.S. ports, yet those goods aren’t reaching store shelves due to a lack of workers to unload the ships, warehouses...
Consumers are staying home, and it looks like that might not change any time soon. But what also isn’t changing is customers’ high expectations for quality service. This creates a particularly unique challenge for brands that are more accustomed to serving customers face to face as they move to...
At our October 17 webinar , “How To Deliver EPIC Social Media Engagement?” HGS VP of Marketing Lauren Kindzierski and HGS Director of Social Care Practice Amanda Sternquistbshared up-to-the-minute social strategies for achieving faster response times, increasing response rates, using...
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