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The world has adopted a new buying paradigm: Customers research products across myriad sites and devices before making a buying decision. In response, organizations must be present and proactively...

I’ve been at rogenSi, a part of TTEC’s Consulting division, for over a decade, but I still recall my first day at work in a new role in other organizations I joined over the course of...

Consumer expectations toward mobile are increasing every day. Smart companies are responding with a customer-first approach when designing their mobile engagement strategies. Because 80...

It’s no secret that the healthcare industry is becoming increasingly digitized. Electronic medical records, wearable devices, telemedicine, and other innovations make it easier than ever for...

An engaged workforce is a fundamental business driver for an organization’s success. And forward-thinking business leaders are striving to gain and retain high levels of employee engagement...

A major component of the retail customer journey is returns. Customers invariably decide to return products that aren’t the right size, the right color, the right type, or the item simply...

Last September, this blog post outlined how deregulation in Mexico’s telecommunications market would fundamentally change the customer experience. These changes include how the entrance of...

In recent years, the automotive buying journey has been transformed by digital technology. From consideration, evaluation, and purchase, digital channels serve as the primary information-gathering...

More companies are gaining greater interest in the use of in-line analytics, and you may be wondering why. Here’s an explanation given a historical perspective. I have spent more than 20...

Behind every great contact center associate is an equally efficient knowledge base system, and vice versa. Therefore, as brands seek to cultivate an emerging breed of super associates, care...