Customer Strategist Blog


Innovative strategies for building more profitable customer relationships.

Recent Posts

Delivering CX in a Box

As the subscription market continues to gain momentum in the retail space, we spoke to Joe Martin, the CEO of Boxy Charm on how he provides amazing experiences in every box. 

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What’s In a Name?

There is a discussion brewing among contact center leaders about what to call the front-line employees who handle calls and other customer interactions. Historically they have been referred to as ...

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3 Ways to Rewrite the Retail Playbook

At a recent CommerceNext conference in New York City, retailers shared ideas and insights on how they’re changing their playbook to meet the needs of today’s customer. Here are three...

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Video: Being Customer-Centric in Post-Privacy World

The E.U.’s General Data Protection Regulation went live in May, and companies are scrambling to keep up with new compliance regulations, while consumers are adjusting to new protections.

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4 Omnichannel Examples in Retail

Smart retailers know that consumers expect omnichannel experiences. Even smarter retailers understand that the omnichannel goal posts continue to move. Retailers must balance business objectives...

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Patients want a consumer-driven healthcare experience

Healthcare patients have come to expect the same digital tools used in the consumer world, from scheduling appointments to picking up prescriptions. According to NTT Data Services research...

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Podcast: Are You Taking Employees for Granted?

The employee experience is as important, if not more, than the customer experience. TTEC’s Jeff Marcoux sits down with resident employee Learning & Performance Rockstar Lamont Exeter to...

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Podcast: On the Internet, no one knows you’re a Bot

When contacting Sling TV’s customer service, customers may interact with a bot or a human, or both. Seth Van Sickel, director of operations at Sling TV, and Richard Smullen, founder and CEO...

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Facebook Faces Hard Data Truths

Facebook is in trouble. Again. As the company struggles to make amends in the Cambridge Analytica scandal, two stories are playing out that speak volumes about the public’s appetite for data...

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Podcast: “Know Me Now” in the Age of AI

What does it mean for enterprise organizations to personalize experiences? At Enterprise Connect 2018, Customer Strategist Senior Writer Judith Aquino sat down with Verizon’s Alla Reznik to...

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