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The customer experience revolution has spawned a digital transformation for businesses. As a result, many firms have begun integrating “digital” marketing into their enterprise strategy...

Thanks to greater transparency and communications techniques, companies are continually finding new ways to engage with customers and develop stronger relationships.As customers become more...

In TTEC’s new e-book, The Technology of Us, author and blogger Doc Searls, said that we’re entering a new era where individuals dictate what, where, and how they’ll buy. In this...

One of the questions that fans of the hit television series “Breaking Bad” puzzled over was why Walter White continued to make crystal meth after making millions of dollars and running...

The days of one-to-many marketing in the healthcare and pharmaceutical industries are long gone. Just like in other industries, healthcare companies are increasingly putting consumers at the center...

Customers regularly cross-channel shop with competitive retailers—both in-store and elsewhere—making it increasingly difficult for merchants to preserve loyalty and retain customers...

Many industries operate under the myth that bigger is always better. But, when it comes to continued success in the financial services space, firms now recognize that small and medium sized...

In the eyes of consumers, every call qualifies as complex—that’s the underlying reason for their query, after all. Each problem they encounter sparks confusion and frustration. To avoid...

Companies have the opportunity to leverage their contact centers to truly address customer needs – even predict and anticipate them – and those that do will optimize customer experience...

As we move bravely into 2015, it’s a great time to think about steps that can be taken to make improvements to our businesses. Many executives in this industry have two areas that are top of...