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Connect With Humans, Not Consumers

The advertising and marketing industry has been in a state of flux for several years now, and 2018 was no different. Brands sought more control over their ad dollars; new privacy regulations were...

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5 Signs You Don’t Need an Outsourcing Partner (and 5 You Do)

Not every company needs an outsourcing partner. As a customer experience outsourcing organization (CEOO), this seems like an antithetical statement. But with a track record of having developed and...

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Research Shows Digital Transformation Maturity Across the Enterprise

A recent report, “The State of Digital Transformation,” echoes what business leaders of every stripe are realizing: digital is pervasive. Firms are under pressure to adapt or create new...

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Top 2019 Customer Experience Trends Shaping Customer Service

As we welcome another New Year, the race to deliver exceptional customer experiences is as competitive as ever. Customers are challenging brands to deliver value and convenience that’s...

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Key Customer Takeaways from Retail’s Biggest Event

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...

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Customer Journey Maps: Which Framework is Right for You?

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...

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Three Lessons in Building Customer Trust

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...

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For the Customer’s Sake, Deploy AI the Right Way

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...

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Most Popular Customer Experience Content of 2018

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...

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Ignite B2B Sales in 2019 With 5 New Year’s Resolutions

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...

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