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With 2020 in the rearview mirror, retailers are ready to embark on a new path forward. However, it’s impossible to look ahead without acknowledging the changes that the COVID-19 pandemic has...

Let’s face it: customers hate using Interactive Voice Response systems (IVRs). They particularly dislike having to enter a seemingly endless series of prompts, wondering if they’ll ever...

We’ve all made it through a tough year, and some of the year’s unique challenges will help to shape a more meaningful future. 2020 was more than recognizing the new-normal; it was time...

Not that long ago, people had limited options when seeking healthcare: they went to their primary care doctor or, for more emergent needs, the local hospital. But these days, patients have a...

In 2020, we can always use another round of happy hour. Luckily, TTEC’s Liz Glagowski reunited with CX expert Dan Gingiss for their second LinkedIn Live ask me anything, EX for What’s...

As the COVID-19 pandemic drags on, prevention guidelines and restrictions can feel incredibly challenging. Eric Yaverbaum, CEO of Ericho Communications, knows firsthand what it is like to be...

The financial services industry has come a long way in terms of customer experience during the past decade, but that doesn't mean there isn't still a lot to accomplish. Banks, credit card...

Disruptive companies are designed to, well, disrupt existing industries and business practices. But what happens when companies across the spectrum of industries and sizes are disrupted by a...

At Cisco's first-ever virtual WebexOne Conference, business leaders, humanitarians, and technology expert teamed up to explore a new future born out of uncertainty, one that champions and...

There's no doubt the COVID era is reshaping the consumer goods industry, possibly forever. Consumers' shift to digital, which had been steadily gaining momentum prior to the pandemic, has...