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Why Delighting Customers Needs a Caveat

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...

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'No Ledge' To Stand On: 4 Ways to Balance Knowledge Management without Falling over the Edge!

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...

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Don’t Equate Silence with Satisfaction

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...

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Supporting Customer Values is More Than a Nice Gesture - it’s a Necessity

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...

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Property and Casualty CX Trends Lean on Expert Associates

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...

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Artificial Intelligence 101: Separating Hype from Reality

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....

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In service of our future, I've joined TTEC to gently shake the world

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...

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Why Companies Need Content Moderation

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...

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Modern Day Hansels and Gretels and the Quest for Superior Customer Experiences

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,...

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3 Essential Open Enrollment Tips for the Off-Season

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...

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TTEC Earns Three Chief Learning Officer Learning In Practice Awards
The Innovation Effect: How Companies are Creating New Customer Experiences to Drive Impressive Results
Fall edition of TTEC's quarterly executive journal reveals the impact of innovation and adaptation on the customer experience
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