TTEC
EMEA Blog

Many organisations say that their employees are their most important assets, but few really know how their employees are feeling, or the effect those feelings on their performance and loyalty.

Omnichannel success has become more than a buzzword—it’s the customer experience goal of many businesses. But organisational silos, data integration gaps, and many other challenges often prevent companies from turning their omnichannel vision into reality.

Here we are everyone, just a few weeks ago we all had the amazing opportunity to watch one of the greatest World Cups unfold. And despite my Scottish roots, the public couldn’t be any prouder of England’s success and newfound talent. In honour of their over-achievement and hard work, let’s look at three customer and employee experience lessons we took away from 2018’s World Cup.

Great EX leads to even better CX

The moment has come, and The World Cup has already shocked and awed since we last highlighted some fantastic brands that scored in their marketing campaigns. And now that everything’s underway your favourite teams have probably had their fair share of cheers and jeers (sorry Germany, Spain, and Argentina).

Retailers today face an unprecedented rate of change. Many shopping centres are empty, e-commerce is taking a larger share of the pie, and consumers are spending more on experiences than products. Media reports have been quick to label these changes “the retail apocalypse,” but it’s a misleading phrase.

If you haven't heard about the EU's General Data Protection Regulations (GDPR) by now, where have you been? Coming into effect on 25th May, GDPR affects any organisation that holds or processes data on EU citizens and gives significant power back into the hands of the people the data is about - you and me!

We like to think we’re capable of making purely logical decisions - but we’d be lying to ourselves. Studies show that many of our decisions are greatly influenced by emotion. And while marketers have long understood this fact, savvy marketers are upping the ante by harnessing greater data insights and analytics tools.

The world of work is changing; becoming faster, smarter, and more connected. Just look at Uber, one of the world’s largest transportation companies which owns no taxis, or VRBO, a large accommodation provider with no real estate. Innovation is teeming, and every industry is finding new ways to deliver more convenient and memorable experiences through technology.

From retail to healthcare, artificially intelligent bots are supporting customers in more and more industries. According to Tata Consultancy Services, 32 percent of major companies are currently applying artificial intelligence to customer service. And more companies are following suit.

In a world where many products and services are now seen as commodities able to be purchased anywhere, from anyone, and only when needed, many organisations are struggling to find and retain customers. So, when your product is no longer the unique competitive differentiator, what's left is the relationship. As standard services and functionalities become similar, you must foster the emotions about and within your company.