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The Interactive TTEC Customer Experience Workshop – your blueprint for CX success!

Optimisation of customer experience architecture has been a priority for companies in 2020 given the effect the year has had on buying habits, customer needs and workforce logistics. Personalisation, automation at scale and cross-channel integration have never been more important. But with the myriad tools, processes and systems available, making effective structural changes to your CX stack can be a daunting proposition.

How to Create a Differentiated Customer Service and Customer Experience in the New Normal

In today’s uncertain economic environment, customer experience and customer service have become critical topics. But while these terms are often used interchangeably, there are crucial differences between them.

The New Reality of Brexit: 3 CX Challenges to Face

When we last touched base on 31st Dec. 2020, the UK ended its transition period from the EU, closing one chapter of Brexit and opening another.

TTEC EMEA’s Most Popular CX Content of 2020

We’ve all made it through a tough year, and some of the year’s unique challenges will help to shape a more meaningful future. 2020 was more than recognising the new-normal; it was time to reimagine interactions with family, friends and coworkers, innovate everyday life and accelerate digital transformation.

Another Round of CX Happy Hour: 3 Employee Experience Tips for 2021

In 2020, we can always use another round of happy hour. Luckily, TTEC’s Liz Glagowski reunited with CX expert Dan Gingiss for their second LinkedIn Live ask me anything, EX for What’s Next: Most Standout Trends in Employee Experience for 2021.

Deal or No Deal, Brexit is on the Horizon - What does it mean for CX?

On 31 Dec. 2021 the UK will officially end its transition period from the EU, marking the years' long conclusion of Brexit. This has come alongside a year of tremendous social and political change that has left no corner of life unchanged. What impact will Brexit have on customer and employee experiences in 2021 and beyond? Here are some predictions.

3 Hot Takeaways from CX Happy Hour

2020 has been a wakeup call for customer experience, but not everything will stick. In TTEC’s first-ever LinkedIn Live happy hour, guests from around the world raised their glasses for a Q/A discussion with famed CX coach and author Dan Gingiss: CX for What’s next – 2021 What’s Hot and What’s Not?

State of the Automotive Industry: Lead Customer Experience Change

10 Principles Behind Great Customer Value Creation

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

VOC Analytics: 5 To-Dos in the New Era of Data

Capturing customers’ expectations, aversions, and preferences—i.e. listening to the voice of the customer (VOC)—is table stakes for most organisations today. It has proven to help organisations retain customers, build better products, deliver better services, and systematically understand customer experience to drive meaningful change.

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