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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

What 2010 Can Teach Us About CX Excellence in 2020

Customer Experience Management Strategy and Best Practices

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

The Six Building Blocks of Customer Trust

Ask company executives if customers find their business trustworthy, and most will of course say yes. But ask their customers, and often you will hear a different answer.

The Future Impact of Social Media

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

Spend on your CX to win on Black Friday

The UK and the US have always inspired each other ‘across the pond’. One of the biggest imports over the years has been Black Friday. Kicking off in stores 29th November this year, with many sales the week before and after, Black Friday deals have transformed holiday season retail in the UK.

Automation, Messaging Play a Big Part in Customer Service Transformation

What does the future hold for customer service in 2020? According to a recent study, a majority of customer service experts in Europe predict that by next year, experience will overtake price and product as a key differentiator. But how do organisations get there?

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