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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...

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...

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...

"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...

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...

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...

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...

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...

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...

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...