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DMA Conference Contrasts Personalization With Being Personal

"Of all the things I could talk to you about, what should I talk to you about?" The quote from eBay 's Zoher Karu summed up what most people were looking to learn at this year's...

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Six Lies About the Retail Banking Customer Experience—Debunked!

Loyalty depends upon how banks treat customers when they interact with the organization. Free checking and low interest rates no longer dictate competitive advantage. But, when it comes to...

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Prepare for an At-Home Future

Today's contact center model isn't what it used to be. Traditional operations are evolving to be more flexible with a remote workforce. Home-based associates will grow by 60 percent over...

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The Second Stop in Customer Journey Mapping: Passage to a Mobile Strategy

In my last post in this series, I wrote about why it’s so important for organizational leaders to understand the customer journey. For starters, it makes good business sense because customers...

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Marketing is the New IT

Historically, the Chief Marketing Officer (CMO) has been focused on brand management and lead generation, not technology. But in the digital world that we now live in, technology-enabled marketing...

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How to Build Customer Centricity into the Culture of Your Company

Becoming a customer-focused organization starts with a company’s culture. Organizational leaders must provide clear guidance on what is expected of their employees and the proper training and...

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Five Golden Rules: The Retailer’s Guide to Holiday Customer Service Success

For many retailers, the holiday season presents an outstanding challenge, as brands are unprepared to handle such high volumes of inquiries and service requests. But, for those who focus on...

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Four Questions to Ask Before Launching a Customer Experience Strategy

Marketers know that winning customers is only half the battle; retaining them includes a slew of other challenges. It often takes only one negative experience to lose a customer. But given that...

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The 10 Deadly Sins of Customer Experience

Customer centricity has become a business imperative. While many companies talk about being customer-focused, they are committing acts that will not only fail their customers, but also risk putting...

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Why Understanding the Customer Journey Matters

In my last post, I wrote about how today’s customers have become incredibly cross-channel in their interactions with companies as they follow non-linear courses across physical and digital...

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SPOTLIGHT

NEWS & EVENTS
TeleTech Announces Second Quarter 2017 Financial Results
TeleTech Welcomes Jeff Marcoux as Vice President, Product Marketing

Customer Experience Solutions and Marketing Innovation Expert Bolsters Customer Experience and Service Design Acumen
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TTEC Schedules Fourth Quarter and Full Year 2017 Earnings Release and Webcast of Investor Conference Call
Customer Experience Pioneer and Leader TTEC Launches New Look to Complement New Name
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