The mood at this year’s National Retail Federation (NRF) “Big Show” conference in New York was upbeat and optimistic. The event was packed and the news was good—2018 retail sales were up, thanks to a more integrated digital/physical experience and high consumer confidence. And while stores...
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 realization...
The value of trust helps people choose who they associate and confide with on a daily basis. But what happens when a company is dishonest with their customers or acts unethically? This year, data...
Every day it seems there’s a new opportunity for AI and machine learning to transform people’s lives. A lot of the AI coverage is focused on futuristic advances in automation like...
As the year winds down, we looked at all the great content produced by TTEC and the Customer Strategist Journal to see what resonated most with readers. Customer experience is a broad topic, so it...
With the New Year approaching, sales executives are looking ahead for how to meet their 2019 sales targets. It’s a perfect time to take stock of how your business is operating and set...
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,...
Personal information is like uranium—it generates kilotons of energy, but it can also be a killer if mishandled. Just look at the recent Marriot’s Starwood data breach, which put some...
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...
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...
