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Does CX Have a Multiple Personality Disorder?

Have you noticed how many companies tout themselves as CX leaders? Marketing agencies and data warehouse firms claim CX supremacy through their data and digital prowess. Communication and feedback...

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Will the Right CX Transformation Please Stand Up?

One can’t help but notice how many companies tout themselves as customer experience (CX) leaders. A performance marketing firm claims CX supremacy through their data and digital prowess. A...

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The 3 Customer Journey Layers that create the most impactful CX Maps

Customer journey maps come in a variety of flavors, depending on the business problems you are solving for. Some high-level examples simply seek to define customer lifecycle and outline...

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Customer Journey Maps: Which Framework is Right for You?

Customer experience journey mapping concepts and practices inhabit the critical space of experience design. If you are thinking about creating a customer journey map at all, you have probably come...

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You Need a Customer Data Strategy to Drive Your CX Effort

Personal information is like uranium—it generates kilotons of energy, but it can also be a killer if mishandled. Just look at the recent Marriot’s Starwood data breach, which put some...

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Experiment Confirms Improving NPS® Positively Impacts Sales

Can increases in NPS boost your sales revenue? TTEC’s test says yes.There is a wide consensus that gathering, analyzing, and acting on customer feedback and Net Promoter ScoreTM (NPS) can...

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Rally the Frontline for Net Promoter ® Success

Improving customer loyalty is a key objective for many organizations, and many have established Customer Experience Management (CEM) programs like Net Promoter to inject customer feedback into...

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Six Steps to Achieve NPS® Success

Delivering an optimal customer experience has long been a priority for forward-thinking companies, becoming even more important in today’s connected and social world. But, even the best...

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