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"digital transformation"
Contact centres and other types of businesses are adapting to a new reality where a large proportion of employees are working from home while some are preparing to return to brick-and-mortar offices. At the same time, companies need the agility to...
On a recent webinar, “Future proofing customer contact: Enable always-on CX for the always-connected customer” CX experts from TTEC and TTEC’s key technology partner in Europe, LivePerson, shared lessons and insights about the...
Customer experience journey mapping concepts and practices inhabit the critical space of experience design. If you are thinking about creating a customer journey map at all, you have probably come to the realisation that fielding disconnected...
Financial CX Strategy Guide | 7-min read Financial CX: Ready to Thrive 6 trends that are driving business results in a new reality The shift toward mobile banking, contactless transactions, and digital insurance dramatically sped up when COVID-19...
CX Strategy Guide | 10-min read Remote CX + Messaging = A Perfect Pair The growth of messaging as a preferred contact channel coincides with a shift to a work-from-home contact centre model. What great timing, since messaging perfectly pairs with...
In a year of change; Black Friday will likely be no different. It’s difficult to redefine how a holiday event, so typically associated with large crowds and spending, will be affected during a pandemic and an economic recession. At a close...
The best of robotics brings out the best in people, especially in customer service, where automation is an integral part freeing agent for meaningful work. Applying automation tools, like RPA and RDA that free up manual tasks, can help reduce...
Free Customer Care Calculator Customer Service Metrics + KPI Calculator Use this plug-and-play excel workbook of pre-made calculator templates to help your CX Leaders easily track key customer care metrics, such as CSAT, NPS, FCR, and a whole lot...
The customer experience (CX) technology market is hot right now. The pandemic revealed just how poor most companies’ CX infrastructure is and exposed wide gaps in how companies interact with customers, especially through digital channels. As...
As brands strive to offer optimal employee experiences, which in turn lead to better customer experiences, automation is one of the most valuable weapons in their arsenal. When done well, business process automation (BPA) embraces technology that...
The challenge The COVID-19 outbreak forced a financial services company to rapidly shift thousands of customer care associates to work from home to ensure continued service. An unprecedented move, the shift to remote work included orchestrating...
LEVERAGING NEXT-GEN IVR TECHNOLOGY IN THE CALL CENTRE 6 Quick Tips to Prevent Customers From Saying “Agent” on Repeat In this guide, learn 6 quick tips to make your IVR software work for customers, not against them. Mainstream...
COVID-19 has disrupted everyday life, but it hasn’t stifled the need for innovation. Artificial intelligence tools are creating true differentiation and customer journey management for brands in the growing digital space. Even amidst...
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...
Competition can be found everywhere, even running through your home’s wires and circuits. The average consumer switches their electricity provider once a year, for example. Momentum Energy was determined to improve this situation and avoid...
This was originally posted as an article in the Customer Strategist Journal. To read the latest issue click here. A while back I worked with the head of a European bank who endeavored to shift his organisation to be more commercial and customer...
CX Strategy Guide | 8-min read Five Insights on the Future of Customer Experiences More than ever, effortless customer experiences are defined not only by convenience but also tangible, human experiences. That’s why we spoke to some of the...
With 2020 in the rearview mirror, retailers are ready to embark on a new path forward. However, it’s impossible to look ahead without acknowledging the changes that the COVID-19 pandemic has imposed on retail businesses, their partners and...
The Challenge When the COVID-19 pandemic triggered a huge spike in customer volume, a major financial services firm needed to quickly recruit, hire, and train hundreds of full-time employees to support its deposits and SMB customer inquiries from...