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Banking reimagined: How Citizens Bank plans to stay ahead in a digital landscape

At the start of the COVID-19 pandemic, Citizens Bank—like many companies across different industries—found itself activating digital transformation plans that were still under development. In our...

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10 great ways to celebrate Women’s Equality Day on August 26

Women's Equality Day is celebrated in the United States on Aug. 26 to commemorate the 1920 adoption of the 19th Amendment which prohibits states and the federal government from denying the...

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We empowered contact center agents to proactively improve CX. Here’s how it’s going.

It’s been over two years since we relaunched the Proactive Solutions practice—a global initiative that empowers frontline employees to actively propose solutions to improve the customer...

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Successful employee experience strategies get these 3 things right

"Profits, revenue and data are excellent indicators of a company’s growth, but they’re not effective in communicating the emotional value and impact the employees have on the...

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3 new customer expectations that can’t be ignored

Business leaders and customers alike know how we do business has changed, but are we truly acting on it or merely observing? In the second episode of TTEC's "Redefining Value" podcast series, Mary...

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BPA vs. RPA vs. RDA, Oh My! Here are the Differences and Similarities

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...

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Breaking down back-office barriers

Deliver better experiences–for employees and customers alike–through outsourcing Back-office services play an increasingly valuable role in an organization’s ability to deliver great customer...

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From clunkers to chic: Defining value through the customer lens

This is part of a series on defining value in a post-Covid world. Check out the original post by my colleague, Paul Ignasinski. A few months ago, after my son wrecked our family car, I set out to...

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Back office vs. front office: boost productivity between both offices

An organization’s front and back office functions are fundamental to any great customer experience. That’s why it’s critical to keep both front and back office operations running...

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Your guide to the holiday season: 3 tips for retailers

It’s never too early to start preparing for the holiday season. And this year, retailers are scrambling to figure out what this year’s season may actually look like. In the wake of...

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