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TTEC
EMEA Blog


Captive contact centre vs. outsourcing: The most overlooked part of retail CX

As retailers contend with the latest slate of challenges—inflation, snarled supply chains, the return to experience spending—there’s no overstating the importance of having a high-quality contact centre. Contact centres are often where customers directly interact with a brand, and their experiences can bring swift consequences: positive experiences can lead to sales and repeat business, while negative ones can turn customers off a brand for good.

CX Partners under the Spotlight with Analyst Nelson Hall

The latest edition of the CX Pod Europe has just been published. This is our TTEC EMEA podcast and you can find it on all the usual podcast apps, or just listen online here.

How to increase customer satisfaction by working smarter, not harder

It’s unquestionable that customer satisfaction is crucial to the success of a business. Satisfied customers are more likely to do business with you again and recommend your products and services to others. What is less clear is how to increase customer satisfaction, efficiently and effectively

Ecommerce vs. brick-and-mortar: Unlocking retail success in 2022

Retail is never set in stone. Success in the industry, be it ecommerce or brick-and-mortar, relies understanding customers’ core values and connecting with the right technology.

Explore how physical and digital spaces can unlock amazing customer experiences (CX) in 2022.

Outsourcing vs. managed services: Knowing the difference will save you time and money

Outsourcing and managed services are appealing options for many companies at a time when workforces are stretched thin. But don’t be fooled—these terms aren’t interchangeable. Both involve receiving business services from a third party but determining which of the two options is the better fit could make the difference between a thriving company versus just staying afloat.

Digital Customer Experience Strategy: Six Key Areas to Focus your Efforts

The digital customer reality is upon us. Over the past few years, there has been the emergence of “mobile-only” customers who prefer digital and mobile tools. The line between the online and offline worlds continues to blur more every day with mobile banking and tools, virtual customer service, and robust shopping experiences. It’s nearly impossible to serve customers without employing digital channels.

Predictive Analytics Can Improve Efficiency and Improve CX for Auto Customers

Omnichannel Data is the key to a Successful Omnichannel Strategy

This was originally posted as an article in the Customer Strategist Journal.
To read the latest issue click here.

The Real Cost of Customer Experience

Offering an outstanding end-to-end customer experience—including everything from marketing to packaging to product design to support to cross-sales—takes work, and investment. But the investment is worthwhile.

Is it costly to deliver an outstanding customer experience? Of course it is.

But perhaps the more important questions is, what is the cost of delivering a subpar customer experience?

Customer Journey Strategy: Five Ways to use Customer Journey Maps as a Strategic CX Tool

Customer centricity is an elusive goal. Most companies want to be more customer centric, but enacting the vision is a challenge.

There are a number of things a business can do to become truly customer centric. First and foremost, it needs to decide to become a Customer Experience Brand –to see the customer experience as central to differentiation and creating competitive advantage.

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