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3 Lessons for Chatbot Initiatives

The use of chatbots in the customer care space is a hot topic for contact center leaders. Chatbots are an essential AI program that contact centers are utilizing for simple customer tasks and...

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How is the 2018 Holiday Customer Experience Shaping Up?

Consumer spending is up, but so are expectations for great experiences and deals. Consumer confidence is at an 18-year high and holiday shoppers are ready to spend. Total retail sales in the U.S...

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Seen and Heard: Humanizing Digital Through Analytics

Executives and experts came together to discuss the importance of using data analytics to enhance customer experiences at the recent TTEC event, "Humanizing Digital Through Analytics."...

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5 Ways to Navigate the Labor Crisis

The United States labor market is at record unemployment, with more than one job available for every unemployed person. It’s the best job market in modern history for workers. But on the...

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Why Brand Marketers are Saying ‘Yes’ to Controversial Topics

Patagonia is endorsing two political candidates. Nike’s Colin Kaepernick ad spurred some customers to burn their sneakers. Are brands throwing out the rulebook on avoiding social and...

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4 Key Insights to Inspire CX Leadership

We live in a world where everything but experience is being commoditized, and experience delivers greater returns when done well. That’s why organizations need customer-centric leadership to...

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Use AI to Make Self-Service More Human

This is the first part of our series on how to dig your way out of a subpar CX. Amazon is reportedly considering opening thousands of no-checkout Go stores by 2021. It’s not a mystery why...

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Omnichannel Tips from Customer Service Summit

At Incite Group’s Customer Service Summit, executives and thought leaders discussed how to deliver the best customer service in a growing omnichannel world. A big theme was how to utilize AI...

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Digital Banking Needs a Human Touch

The financial services industry is working hard to digitize customer services. But by focusing more on services that reduce costs rather than improve customer experiences, many banking institutions...

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TTEC Earns Three Chief Learning Officer Learning In Practice Awards
The Innovation Effect: How Companies are Creating New Customer Experiences to Drive Impressive Results
Fall edition of TTEC's quarterly executive journal reveals the impact of innovation and adaptation on the customer experience
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