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The Challenge One of the nation's leading Internet and cable providers was losing TV, Web, and phone customers to an even larger competitor aggressively promoting its new high-speed Internet offering. Though the smaller company had a vast...
We helped this global auto manufacturer deliver $10 million in incremental profit in just two months, and approximately $65 million to date. What kind of approach results in a customer who is twice as likely to drive the same brand again? Our...
Raise your hand if this describes your firm: Everyone wants to be innovative, but not everyone wants to change. Consider automation. Employees understand the benefits of automation and bots but research shows many employees also fear being...
Employers can’t afford to be complacent when it comes to retaining great employees. However, certain jobs, especially routine-based jobs with few growth opportunities, have notoriously high turnover rates. Robotic process automation(RPA) and...
It’s an incredibly disruptive time for the automotive sector in Europe. Right now, digital adoption, ride-sharing apps, and emission regulations are just a few factors that are reshaping a century old industry. If we examine the space...
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...
2019 was a great year for TTEC in EMEA. Having revitalised their European GTM strategy and plan for the Customer Experience industry in late 2017, and following several acquisitions and a subsequent rebrand in January 2018 as part of this ...
Who were the customer experience leaders in 2010? How has the CX landscape changed since then? As businesses enter a new decade, it’s worth reflecting on how the customer experience—and what determines a great experience—have...
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...
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...
If you were asked to trace the journey of the modern traveller, where would it go? Their phone will let them breeze through an airport, they may book an Airbnb in a trendy area, or they’ll be on a constant lookout for the perfect Snapchat to...
Organisations have realised the amazing benefits of providing customer-centric cultures that create moments of ‘wow’ for every step of the customer journey. But along the way, have we forgotten about the employee experience? A survey...
Speed makes the world go around. Next-day shipping and automated shopping suggestions have hastened the shopping process, but when it comes to customer support, reaching out to traditional contact centres seems like sluggish trip back in time....
Retail is changing and leaders need to adapt. In the wake of e-commerce rapidly becoming the preferred way to shop, representing £96 billion in retail sales alone in 2018, U.K. retailers know they need to transform their business, but the...
We’re experiencing an explosion of choices. The digitalisation of industries allows consumers to source nearly anything they want from anywhere in the world. And this has led to the commoditisation of most products and services. As a result,...
Savvy brands understand that excellent customer experiences are a vital part of business. Yet consumers across the globe indicate that many brands still have work to do when it comes to meeting—much less exceeding—their expectations...
Millennials are a force of nature in today’s marketplace. Supercharged with a sense of purpose, connectivity, and drive, they are bringing innovation and change into the workplace and consumer area. Therefore, it is imperative that the...
Do you ever need to deliver digital presentations, communicate with senior leaders and colleagues, or pitch to clients online via webinar and video? How do we maintain a connection, project energy, and drama, speak, move, and maintain eye contact...
As January ends, our new year’s resolutions should shift from wishful thinking to taking action. I’m confident that companies want 2019 to be the year they redefine their customer experience (CX). But like quitting that bad habit, you...
In February I predicted this was going to be the year that companies would re-commit to customer centricity. AI innovation and the expanding omnichannel environment made everything more connected, but the customer experience needed to be simpler...