Customer expectations in retail rising, says HGS
LONDON, UNITED KINGDOM — Global BPO leader Hinduja Global Services (HGS) emphasized the importance of keeping pace with customer expectations and technological advancements.
In an interview with online retail news website The Retail Bulletin, HGS AVP of Digital Transformation Rory Gentry tackled the challenges and opportunities retailers face in 2023.
“The pace of customer expectations is accelerating. With digital innovation everywhere, it creates pressure to respond faster and deliver sooner,” explained Gentry, who has almost 20 years of experience in the retail industry.
Gentry said customers hold more power than ever before, with a plethora of options and information at their fingertips.
“With the amount of choice available to consumers, brand loyalty has proven more difficult, and staying relevant is crucial for retailers,” he added.
He emphasized the importance of seamless omnichannel experiences, integrating online and offline channels to engage customers consistently throughout their shopping journey.
Gentry also highlighted the value of HGS’ contact center solutions, which enable prompt and personalized customer support across multiple channels.
He further emphasized the significance of data analytics, which can “provide valuable insights into customer behavior, market trends, and performance metrics.” He added that data-driven decisions empower retailers to optimize operations and uncover new growth opportunities.
HGS is a global leader in business process management (BMP) service that supports all phases of the customer service process. It is part of the Hinduja Group, one of the world’s largest diversified group of companies, headquartered in London, England. It is also currently subscribed to the Outsource Accelerator (OA) Source Partner Program, a powerful tool that helps BPO firms with marketing, sales, and business intelligence.
