In today’s uncertain economic environment, customer experience and customer service have become critical topics. But while these terms are often used interchangeably, there are crucial differences between them.
The modern logistics industry is fast, nimble and seamless, and so should its customer experience. From start to finish, users want to stay connected and informed about their purchases.
As many sports fans know, the book (and later, movie) “Moneyball” tells the story of the Oakland Athletics’ 2002 season - specifically, how the team’s General Manager Billy Beane, saddled with the lowest salary constraint in the Major League Baseball (MLB), took the Oakland A’s to the playoffs by defying baseball’s conventional wisdom and relying on analytics.
As brands strive to offer optimal employee experiences, which in turn lead to better customer experiences, automation is one of the most valuable weapons in their arsenal.
Hospitals and health systems were on the front line in battling the COVID-19 pandemic, and now sit preparing to manage the vaccine rollout. Rapid responses to surging patient call volumes are critical. We’ve identified three urgent issues where healthcare outsourcing and innovative messaging technology offer fast, viable ways to ramp up support channels and optimize contact centre operations with skilled associates.
In 2020, we can always use another round of happy hour. Luckily, TTEC’s Liz Glagowski reunited with CX expert Dan Gingiss for their second LinkedIn Live ask me anything, EX for What’s Next: Most Standout Trends in Employee Experience for 2021.
Most companies have Visions, Missions and Values that claim to put the customer at the heart of what they do. But when customers with outstanding payments are at their most vulnerable and really need us, are we there for them or do we subject them to a rigid and inflexible set of rules communicated to them by collections agents without consideration of the bigger picture?
2020 has been a wakeup call for customer experience, but not everything will stick. In TTEC’s first-ever LinkedIn Live happy hour, guests from around the world raised their glasses for a Q/A discussion with famed CX coach and author Dan Gingiss: CX for What’s next – 2021 What’s Hot and What’s Not?
As a new year draws closer, now is the time to rethink, reassess, and reimagine the customer experience. Markets continue to be roiled by unprecedented challenges and uncertainty, making it critical that businesses not only win back customers but generate new growth opportunities. Here are 3 must-have factors that will enable businesses to do exactly that, deliver a strong performance in 2021 and a foundation for future success.