DIGITAL CUSTOMER EXPERIENCES
The conundrum of the modern, connected customer
In the digital era, the customer stands at the center of the digital value chain. Most businesses understand that delivering the right digital customer experience is the key to winning the customer's loyalty and driving business growth. However, for many businesses it’s still a long journey, as the modern-day customers are better informed and demand more.
The connected customer
As a business, you are dealing with people who are online 24/7 and expect their issues to be dealt with immediately. Businesses that succeed today are those who understand this need for speed in dealing with customer queries.
The empowered customer
Modern customers take to social media as soon as they’re unhappy with the quality of service, which is on the web for everyone to see. Ironically, issues are always quick to be reported compared to instances of exemplary service.
The loyalty
factor
Data shows that 68% of consumers stopped doing business with a brand because of poor customer service. There is no stickiness to one particular brand unless there’s a clear differentiation, either in terms of offering or servicing.
Ever-changing
demands
Forty per cent of consumers buy more from retailers who personalize the shopping experience across channels. Hyper-personalization is the need of the hour, but businesses often forget their customers once they come on board.
Customers have gone digital. How about you?
In order for businesses to succeed in the digital era, it’s imperative to be present and relevant where the customer is. Depending on the stage of the business lifecycle and the nature of obstacles, HGS offer omni-channel solutions that complement your growth initiatives in the areas of marketing, advertising, and brand management. We help you choose the right strategy, create highly effective software, and create innovative business models to deliver meaningful customer experiences online and help your business thrive in the digital economy.
In the world of the customer experience battleground, we collaborate with your business to create personalized and consistent omni-channel customer experiences all along the customer lifecycle journey. Our team of customer experience consultants, specialized in user experience design, digital marketing, and application development, will collaborate with your operational teams to help build next-gen digital solutions that enhance customer satisfaction and brand loyalty.
Digital CX services
Digital CX strategy
We design a digital roadmap based on both the business challenges and requirements, as well as industry best practices, to create a digital plan that is future-proof.
Websites
Our expertise in designing, building, and maintaining your web properties ensures an unmatched online presence for your brand.
Mobile
Our mobility practice currently supports 50+ customer engagements across the globe powering 400+ connected devices. This helps clients continuously engage with employees, business partners, and enterprise customers.
CX bots and live chats
We help build next-gen conversational interfaces, powered by AI and machine learning capabilities. We design, build, and scale chatbots that form an integral part of your customer experience management.
Headless CMS
Our headless CMS systems keep everything intact on the back end, but add an API to deliver your content to any channel on the front end.
Creative and production services
Create the most impactful conversations online and stay connected with your customers with our proven capabilities in social media management.
We create digital experiences that are woven around the customer lifecycle. This ensures that there are digital touchpoints across their relationship with the business, so that their experience is consistent, cohesive and comprehensive.
Would you like to know how our cognitive contact center delivers around this promise?
HGS Digital is at the forefront of customer service experience
HGS sets our clients apart with key differentiators-in terms of our technology, process and support. Many of today's transformation providers do not have customer service expertise or a strong CX knowledge base. HGS's differentiator is customer service expertise of nearly 50 years. In fact, optimized customer experience is core to all the transformation outcomes we drive for our clients. Additionally, HGS sets ourselves apart with:
Partnerships
Association with best-in-class enterprise platforms
Future-ready solutions
A uniquely scalable and sustainable solution
Domain expertise
B2C expertise across domains that are ahead of the consumerism demand curve
Platform-agnostic services
Custom-fit solutions and an approach that can work across platforms
BPO expertise
BPO and domain experience as a creative hub for business disruption strategy, creation, deployment, and testing
Our approach
Discovery
We listen closely to your unique challenges and requirements, help align your C-suite around a strategic roadmap based on industry best practices, set priorities, and create a plan for success.
Technology selection
We evaluate the best available technology options and make recommendations based on your precise needs
Design
We develop personas and user journeys, sitemaps, wireframes, and design comps to ensure a frictionless UI/UX for your digital experience.
Implementation
We have full-service capabilities from front-end to back-end development to implement your selected technology efficiently, effectively, and securely.
Analytics
Our data and analytics practice helps ensure you have the right insights when you need them to evaluate, assess, and improve the key conversions of your digital experience asset.
Maintenance
Our X-team service ensures reliable and cost-effective 24/7 support, maintenance, and updates of your digital customer experience.
Related case studies
Book a strategy consultation
Ride the next wave of digital transformation with us. Our team of creative thinkers, technology makers, and customer seekers is ready and revving up to partner with you to change the face of customer experience. Just fill in the details below and allow us to show you the HGS impact.