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"digital transformation"
What is Digital Outsourcing? Digital Outsourcing is the practice of working with a third-party expert to implement and operate digital products and services. Digital technologies are evolving quickly, so working with a partner gives brands the...
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Technology to deliver flawless experiences across every channel When every brand is just a click (or finger tap) away, providing unparalleled customer support and service is the only way to edge out the competition. The first step to...
Countless mentions of digital transformation get us no closer to a clear understanding of what it is and its impact across an organisation. Even more frightening, it seems that “digital transformation” is transforming. Thankfully,...
TTEC and Genesys recently hosted a webinar focused on ‘How to Navigate the Complexity of Digital Transformation.’ The guest speakers on the webinar were Gilles Talbot, Strategic Business Consulting Director at Genesys, and Ryan Swanger...
Digital transformation is more than technology. It’s the people, leadership and experiences that drive innovation and amazing experiences in an organisation. These factors act as the building blocks to any successful digital journey. To...
The Challenge A leading telecom was looking to improve the efficiency of its customer-facing and enterprise back-office operations. It was open to automation, but was looking for a partner to make the right investments in the areas that would have...
ON-DEMAND WEBINAR Today’s contact centre is much more than just a place to answer calls. Traditional call centres are evolving into customer experience hubs that incorporate CRM systems, analytics, workforce management, omnichannel,...
Evolution is key to any brand’s success, especially in a fast-paced world where technology and opportunities are constantly changing. Standing apart from competitors requires continual evaluation, pivoting, and growth. But what does it...
7 key points to align IT, business goals, and customer needs for profitable CX The Ultimate CX Digital Transformation Workbook for Contact Centres Achieving a value-based digital transformation in the contact centre starts with a tactical cloud...
The digital transformation of contact centres has been accelerating at a pace never seen before – jump-started even further by the pandemic. The trends spurred by the pandemic aren’t going anywhere any time soon. Customers want...
ON-DEMAND WEBINAR The last 12 months have accelerated digital transformation within the contact centre industry at a rate never seen before. To meet the evolving pace of business, increase in millennials and today’s more demanding...
Contact Centre of the Future: Digital Transformation Best Practices Customer service is not the same as it once was. To keep up with customers’ growing expectations, it’s important for brands to re-imagine their service...
CX Strategy Guide 4 steps to accelerate contact centre digital transformation Customers and employees have a simple request -- don't waste my time. So what does it take to remove wasted effort during customer contacts? The answer is simple: A...
This was originally posted as an article in the Customer Strategist Journal. To read the latest issue click here. Digital technology is transforming every aspect of the property and casualty (P&C) insurance industry. Telematics, the sharing...
The days of colossal IT projects are over. Long live nimble, accelerated digital initiatives. A quick skim among the tech press shows what on the surface looks to be troubling news – spending on “digital transformation” projects...
For years, Europe has lagged global leaders in embracing digital transformations. In an age when interactions, transactions, and the overall economy are increasingly happening in the digital realm, companies here aren’t realising their full...