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Research shows patients want a consumer-driven healthcare experience

Healthcare patients have come to expect the same digital tools used in the consumer world, from scheduling appointments to picking up prescriptions.According to NTT Data Services research 59...

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The Role of Emotions in Customer and Employee Experience

In a world where many products and services are now seen as commodities able to be purchased anywhere, from anyone, and only when needed, many organizations are struggling to find and retain...

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Facing Hard Data Truths

With Facebook and tech companies in the news, two stories are playing out that speak volumes about the public’s appetite for data-driven ads and Facebook’s ability to adapt.Business as...

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Forget the Robot Apocalypse: Let’s Talk About a New Collaborative Workforce

Let’s face it: Warning people that robots are stealing their jobs grabs far more attention than the truth. While it’s true that some jobs are better suited for automation, the reality...

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Everyone wins when humans and bots join forces

Every year the latest technology makes our lives faster, more mobile, and a little less human. And the same can be said for business. As the proliferation of channels, data, and innovation make...

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Can You Tell the Difference Between a Customer and a Fraudster?

It’s unquestionable that business leaders and customers loathe fraud. But onerous safeguards that slow down the customer journey are a close runner-up. Companies are under pressure to protect...

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Missed Connections Are Fatal for B2B Brands, Too

As a consumer, when was the last time you thought to yourself, “this is a B2B brand and so I have lower expectations for a personalized experience?” Most likely never. People don&rsquo...

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4 Ways to Prepare for Unexpected Customer Support Surges

Life is complicated and rarely goes as planned. For customer-facing companies, sudden emergencies like natural disasters or data breaches can trigger waves of consumers looking for help and answers...

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Fraud Protection Steps Out of the Shadows

The internet has always had its share of bad guys. And now that nearly all companies are moving to a more digitally enabled world, thieves, con artists, and hackers are finding new ways to steal...

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3 Tech Races that are Shaping the Customer Experience

In the ongoing race to surpass customer expectations, there are market leaders and laggards. The leaders dominate their competitors in mindshare, number of applications, and perceived value, among...

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Be the Change: Nurturing Growth Amidst Disruption
Winter edition of TTEC's executive journal tackles topics of transformation and disruption in the evolving world of customer experience and engagement
TTEC Introduces Top Five Customer Experience Tools for 2019
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