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Innovative strategies for building more profitable customer relationships. Published quarterly online and in print.

Customer Strategist Blog


Innovative strategies for building more profitable customer relationships.

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Recent Posts

Authenticity and Emotion on Display

Customer service is evolving, and while brands begin to implement the latest tools in automation and AI, genuine human values never go out of style. Zendesk’s latest event “The Future...

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Research: 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: Customer Delight Doesn’t Pay?

We've got the data to prove it. Emotional analytics is an emerging area that ties customer emotion and sentiment to tangible business outcomes. TTEC data science expert Peter Dorrington talks...

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Wayfair Raises the Bar on Personalized Customer Service

To be a customer service associate at Wayfair, the online furniture retailer, candidates must successfully play Escape the Room—an interactive game in which players are locked inside a room...

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