Customer centricity has been the talk of the town for years, but do we practice what we preach? Do leaders understand what it takes to drive a meaningful relationship with our most valued customers?
Liz Glagowski sat down with Peter Fader, professor of marketing at The Wharton School of Business and co-author of The Customer Centricity Playbook to go back to school on the good, the bad, and the ugly of customer centricity in today’s marketplace.
4 reasons why you should use the right CX partner
Discover how to optimize your contact center operations with innovative collaboration. Today’s contact center workforce must have complex problem-solving skills, excel in people management, coordinate well with others, and possess high emotional intelligence.
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3 deal breakers when working with a CX outsourcer (and 5 must-haves)
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4 ways to cut contact center costs without sacrificing CX
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Better leaders drive member loyalty
Since highly engaged members are less likely to leave, this payer wanted to provide its associates with the tools necessary to engage every member calling in. Through our coaching and mentoring solution, we helped enhance every customer interaction.
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Simulated learning accelerates great service
Our client was struggling to meet its customer service needs with both new associates and tenured employees failing to meet goals. We built a virtual contact center that helped associates train with real-world scenarios.
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A customer experience roadmap for long-term success
Our client was at a crossroads with increased competition. We helped them create a customer-centric vision and build a new CX roadmap.
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Overcome the hospitality labor shortage with the right mix of AI and CX
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Proactive partners brew a stronger customer experience
TTEC helped a retailer stay customer-focused as it grew
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Is focusing on the wrong metrics sabotaging your CX?
Luxury retailers need to prioritize the right channels and KPIs to thrive
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Next enrollment season: Ready for a reset?
Consumers are more sophisticated than ever about their choices. Can your program rise up to meet them where they want to be?
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Is generative AI making customer experience worse?
Traditional bots can’t meet rising customer demands
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Conversation intelligence: A soup to nuts primer
Contact centers are uniquely positioned to harness the best of always-on monitoring and algorithms to lift CX
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