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CX: The Ace Up Your Sleeve

There is such a thing as a 'sure thing' when it comes to customers

Longevity in the business world is rare. Nearly 20% of companies don’t make it past their first year, and only 35% get to 10 years, according to the Bureau of Labor Statistics. There are a variety of reasons for this, but one critical variable is customer loyalty. Without a strong customer base, even the most well-intentioned company won’t last long.
It’s why when uncertainty prevails, it’s time to up your game to be even more customer focused. Companies with staying power commit to their customers by enhancing CX services and investments, not cutting them. They improve customer satisfaction and streamline operations to lower costs. And as we move into an uncertain 2023, it’s a situation many companies will find themselves in.
The articles in this issue examine how different industries like financial services and public sector are approaching 2023 challenges, using great experiences as their foundation for growth in the coming year. We also explore how investments in the employee experience and an authentic approach to leadership help solidify company strength. Customer experience is so important that some the biggest high-tech “hyperscalers” are looking to compete in the market. We take a deep dive into the how and why these companies are pivoting to CX to continue their longevity.
Speaking of longevity, we want to wish a happy anniversary to TTEC, which celebrates its 40th year beginning this month. To Ken Tuchman and the amazing team, congratulations and best wishes for at least 40 more years!