Virgil Wong of HGS: How To Create A Fantastic Retail Experience That Keeps Bringing Customers Back For More

An Interview With Orlando Zayas

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Data, analytics, and AI understand and improve customer interactions across all channels. HGS uses natural language processing (NLP) to capture every customer interaction on voice, email, chat, messaging, and social media. Our HGS PULSE platform provides a near real-time voice-of-customer report, so we can proactively address issues and pursue additional sales opportunities. One of our clients improved CSAT by 40%. The head of customer service described himself previously as a “passenger,” trying passively to understand fragmented snippets about his customers’ behaviors. Now, he’s “in the cockpit,” able to see across the vast horizon, and working with us to navigate the enterprise toward creating even more dynamic and satisfying customer experiences.

Authority Magazine

Leadership Lessons from Authorities in Business, Film…

Orlando Zayas, CEO of Katapult

Written by

CEO at Katapult

Authority Magazine

Leadership Lessons from Authorities in Business, Film, Sports and Tech. Authority Mag is devoted primarily to sharing interesting feature interviews of people who are authorities in their industry. We use interviews to draw out stories that are both empowering and actionable.

Orlando Zayas, CEO of Katapult

Written by

CEO at Katapult

Authority Magazine

Leadership Lessons from Authorities in Business, Film, Sports and Tech. Authority Mag is devoted primarily to sharing interesting feature interviews of people who are authorities in their industry. We use interviews to draw out stories that are both empowering and actionable.

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