Evolution is key to any brand’s success, especially in a fast-paced world where technology and opportunities are constantly changing. Standing apart from competitors requires continual evaluation, pivoting, and growth.
At first glance, the terms multichannel and omnichannel appear interchangeable. After all, they both involve multiple channels. However, there are significant differences between these terms and recognising those differences could determine whether a business delights or disappoints its customers.
Black Friday (plus Cyber Monday and the many weeks before and after) will be different this holiday season. Retailers will face customers supercharged by digital centricity who are fighting product shortages, higher prices, busy schedules, and holiday craziness.
In my work advising on customer experience (CX), I’ve often talked to insurance executives that struggle to connect to their customers. It’s a problem that is fairly unique to insurance, because this is a product nobody really wants to ever need to use. Nobody wants to “enjoy” the process of making a claim. Often the customer doesn’t even want to buy insurance, but it’s mandatory - like auto insurance for anyone driving a car.
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.
TTEC has arranged two forthcoming in-person events on October 14th and No-vember 25th in partnership with our friends at Intelligent Sourcing magazine. The focus is on building back better after the pandemic - not just returning to whatever we considered was normal back in 2019.
The contact centre industry is driven by customer experiences that are easy, difficult, joyful, stressful and everything in between. It’s incredibly important to take these everyday interactions from associates and customers and quantify them in a tangible way.
Customers want to reach brands on their own terms, whenever, wherever. Chatbot and messaging capabilities are the essential tools needed to provide this 24/7, personalised customer service. But these two platforms aren’t interchangeable.
This article summarises a recent white paper I wrote on the insurance industry. You can locate the full version of the white paper on the TTEC website here.
The digital transformation of contact centres has been accelerating at a pace never seen before – jump-started even further by the pandemic.