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...
The recent Forrester 2018 CX NYC highlighted brands that understand what it takes to deliver to exceptional experiences to consumers. Amid digital transformation and the so-called retail apocalypse...
The moment has come, and The World Cup has already shocked and awed since we last highlighted some fantastic brands that scored in their marketing campaigns. And now that everything’s...
As a member of TTEC Consulting, I have the privilege to work with a wide variety of organizations around the world. Over the last five years one of the consistent things that we have seen is the...
There’s a constant effort to provide customers with the “best” experience. But what is the best experience? Even with a journey map in hand, there’s an inevitable push and...
While spotting a unique business opportunity is difficult enough, the ability to successfully carry out this idea is what separates the great leaders from the dreamers. Transformational...
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...
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,...
Even in the digital age, human interactions remain a critical part of customer satisfaction. Knowledgeable and experienced associates play a vital role in helping customers and driving loyalty. But...
Mobility and digitization have fundamentally changed how customers connect with brands. There are more than 2 billion active smart devices in the market today. And the average user reaches for his...
