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Conversational Messaging: Why Customers Demand it (and How to Deliver it)

Forward-thinking business leaders understand that exceptional CX is about continuously seeking better ways to use technology, data, and operations. Well, today, a question for many consumers is, “Why can’t I message this company in addition to calling or sending an email?”

3 Essential Steps to Prepare Bots and Employees for Shared Success

Raise your hand if this describes your firm: Everyone wants to be innovative, but not everyone wants to change. Consider automation. Employees understand the benefits of automation and bots but research shows many employees also fear being replaced by technology.

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?

Benefits of Robotic Process Automation: RPA Best Practices for successful digital transformation

Contact Centre vs. Call Centre: 6 Key Differences and Why it Matters

Does your business need a call centre or a contact centre? Although these terms are often used interchangeably, there are key differences between these common business communication models. Understanding the difference between a call centre and contact centre, and how they apply to your business needs, is a critical first step to building an efficient, differentiated customer experience that drives loyalty and customer satisfaction.

CX innovation will shake up the automotive industry in 2020

It’s an incredibly disruptive time for the automotive sector in Europe. Right now, digital adoption, ride-sharing apps, and emission regulations are just a few factors that are reshaping a century old industry.

If we examine the space further, you’ll see that success in 2020 is not only about identifying the disruptors but knowing how to act on them as well:

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.

Decoding RPA and Intelligent Automation in the Contact Centre

Today’s customers are fast. The rise of messaging apps and smart phones have enabled them to reach whomever they want, wherever they want, whenever they want. That’s why your contact center associates need to be faster and better prepared to handle increasing demands while delivering superior service.

Four Traits of Customer-Centric Leaders

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

2020: New Year, New Decade, More amazing CX changes afoot

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