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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?

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 to the realization...

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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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