Customer Strategist Blog


Innovative strategies for building more profitable customer relationships.

Digital Transformation Consulting

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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VIDEO: CX Bright Spots on Display at CX NYC

The recent Forrester 2018 CX NYC highlighted brands that understand what it takes to deliver to exceptional experiences to consumers. Amid digital transformation and the so-called retail apocalypse...

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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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Contact Centers Are Still Popular, but Satisfaction Remains Mediocre

Despite industry efforts to make improvements, customer satisfaction with contact center interactions haven’t changed in the past year, leaving lots of room for improvement. According to new...

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Does Your Experience Strategy Need a Makeover?

It’s no secret that to be successful, companies must deliver excellent customer experiences. Companies, however, can’t rely on experience strategies of the past. Linear, episodically...

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Retail Survival 101: Treating Employees Better

For retailers, 2017 will be remembered as the year of store closings. Nearly 13,000 stores are expected to shut their doors this year, compared with 4,000 in 2016, Bloomberg reports. The store...

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Three Companies That Turn Packages Into Experiences

Consumers exist in a marketplace that has evolved into a digital landscape of effortless online orders and virtual storefronts. Often lost in the evolution are the physical and sensory elements of...

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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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