The belief that companies must “delight” their customers has become so ingrained in business practices that companies rarely question it. But how often do consumers patronize a company...
Knowledge management is experiencing a transition – and it is all about balance. The traditional knowledge infrastructure that pushed content from technical writers and legal approvers to...
As a small or medium sized business, it’s easy to fall into the trap of complacency. While the big guys are hustling to get to the next best thing for customer care, smaller companies move at...
Corporations have long avoided taking sides on controversial issues. Why risk alienating parts of your customer base? But in fact, more and more customers seek brands that proactively promote...
This isn’t your grandfather’s insurance market. Changes in the property and casualty (P&C) insurance landscape are giving businesses new opportunities—and challenges—to...
A lot of digital ink has been spilled about artificial intelligence (A.I.)’s potential impact on people and businesses. But let’s face it: much of the discussions about A.I....
Today marks my first day with one of the most amazing companies I've ever met. I share a world view with TTEC that makes us kindred spirits and I believe together we can make the world an even...
Brand perception heavily influences consumer decisions. Customers form opinions about brands when they read a news story or online review, hear about a friend’s experience, or visit the brand...
Companies have poured millions of dollars into developing mobile apps to create memorable customer experiences that engage and retain customers. Is it working? The answer is, it depends.Today,...
It’s that wonderful time of year when healthcare insurers can take a breath and plan for their next open enrollment period. But don’t relax for too long. With the combination of...
