Banking customers favour self-serve and conversational messaging when CX is on the money

Consumers have spoken. They know what they want. They want autonomy—sometimes. Other times, they expect a helping hand, but want that assistance only on their own, highly individualised terms. “White glove” service is not an overstatement.

CX + compassion equals a winning formula in challenging times

CX excellence is not a nicety to consider when there’s unspent budget funds or the economic outlook looks sunny. It’s uncertain times like now, with recruitment and retention concerns on the rise, that the customer experience needs to get a boost, not moved to the back burner.

These 4 CX and EX trends should set your 2023 priorities

Whilst it’s impossible to predict exactly what the new year will bring, some clear trends are emerging as we think about what customer and employee experience will look like in 2023.

How to optimise your multilingual sales operating model

Companies are facing increasing cost pressures globally. Inflation is soaring and the cost of labour continues to rise as the war for CX talent rages. Brands have to consider new operating models and are more focused than ever on transforming their operations as they look to deliver enhanced results at lower costs.

Upstream Works Looks To AI To Help Agents Help Customers

TTEC EMEA has been a partner of Upstream Works for many years. Upstream Works has spent the past 15 years innovating how contact centres function. Their software is known for being focused on real business problems and they take pride in the fact that two thirds of all the features in their current system were requested directly by customers of the software.

Forrester Finds That Lighthouse KMS Offers A 269% ROI

South Africa And Egypt Are Locations To Watch For BPO

Although TTEC is based in Denver, Colorado, the company is truly global. Here in the EMEA region we have several regional hubs and even more locations across Europe, the Middle East, and Africa.

Customer experience vs. customer relationship vs. customer success: Why your brand needs all 3

Happy customers are the cornerstone of a successful brand, but what does it really take to get them? With so many factors affecting customer interactions it can be hard to know where to focus your time and resources.

Delight customers in the experience economy: 3 ways CX can help

When’s the last time you bought a product or service from a brand and then never interacted with that brand again? It probably hasn’t happened often, if at all.

Travel is roaring back—is your customer support ready?

After more than two years of lockdowns and social distancing, consumers are once again taking to the skies, roads, rails, and sea to make up for lost time. Excellent customer support is a critical part of travel and hospitality.