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Todays consumers are digitally connected, on the go, and have a need it now attitude, said
Chris Lord, Global Head of Growth Strategy & Marketing at HGS. The entire customer
experience needs to be rethought to reflect the mobile customer using their smart phone or mobile
device and their desire to do it themselves. HGSs DNA enables real-time personalized consumer
connections that are unified across the brand, regardless of what channel a customer prefers at
a particular moment to resolve their issue. If a customer goes online to Google search, gets an
FAQ page, does an auto chat, engages with an agent online, goes to the community page, or
picks up a phone to make a call, DNA enables the same answer to be easily accessed while on
the go.
Survey data shows providing a unified customer experience is a key factor for companies aiming
to stand out in todays interconnected marketplace. More than half of surveyed consumers said
PRESS RELEASE
they would use a product or service much less if they could not communicate over their preferred
channel.1 Moreover, 92 percent of organizations that view customer experience as a differentiator
offer multiple channels of contact.2
DNA was successfully used by U.K. Visas and Immigration to intelligently assist more than 2
million visitors to the online visa portal developed by HGS that pushed relevant information to
them even before the first point of contact. DNA also made it possible to consolidate 32 disparate
visa enquiry services into one centralized solution, providing consistent and reliable information
to applicants while reducing average handling time by 58 percent, raising customer satisfaction
by 20 percent, and reducing costs.
To learn more about DNA and its capabilities, visit: http://www.teamhgs.com/us/solutionscapabilities/consumer-interaction-services/digital-assist.
About HGS
HGS is a leader in optimizing the customer experience and helping our clients to become more
competitive. HGS provides a full suite of business process management (BPM) services from
consumer interaction solutions to platform based back office services and digital enablement
solutions. By applying analytics and interaction expertise to deliver innovation and thought
leadership, HGS increases revenue, improves operating efficiency and helps retain valuable
customers. HGS expertise spans the telecommunications and media, healthcare, insurance,
banking, consumer electronics and technology, retail, consumer packaged goods industries, as
well as the public sector. HGS operates on a global landscape with over 29,000 employees in 60
worldwide locations delivering localized solutions. For the year ended 31st March 2015, HGS had
revenues of US $ 458 million. HGS, part of the multi-billion dollar Hinduja Group, has over four
decades of experience working with some of the worlds most recognized brands.
For further information please contact:
1
2
http://www.teamhgs.com/us/identifying-missed-opportunities-improve-customer-experience
http://www2.deloitte.com/us/en/pages/operations/articl es/2013-global-contact-center-survey.html