Customer Strategist Blog

How can we be more innovative? Savvy business leaders have realized that the answer to this question begins with another question: What do our customers need, want, and aspire to?

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 ...

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...

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.

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...

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...

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...

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...

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...

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...