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Blog: Consulting

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Forrester CX conference recap: Digital-first falls flat, virtual employees cultivate culture

This year’s Forrester CX conference served as a backdrop for a deeper look at Forrester’s CX Index for 2022, which revealed that CX quality dropped for nearly 20% of brands, the highest...

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Excerpt: 3 ways retailers are combatting holiday season challenges this summer

Summer may be just around the corner, but retailers are already preparing for the biggest shopping period of the year – the winter holiday season. While supply chain issues, labor shortages,...

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Captive contact center vs. outsourcing: The most overlooked part of retail CX

As retailers contend with the latest slate of challenges—inflation, snarled supply chains, the return to experience spending—there’s no overstating the importance of having a high...

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Retailers: Here’s why remote work is a prime retention tool

E-commerce spending is expected to continue going strong even as consumers return to brick-and-mortar stores, according to reports. Expectations for fast and convenient customer support from retail...

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How to increase customer satisfaction by working smarter, not harder

It’s unquestionable that customer satisfaction is crucial to the success of a business. Satisfied customers are more likely to do business with you again and recommend your products and...

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How to keep your best employees (even if they refuse to return to the office)

There’s no question: the increase in employer vaccine mandates – or “no jab, no job” policies – is a hot-button issue with strong opinions on both sides. But feelings...

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TTEC’s most popular content of 2021

2021 was about moving forward. The content we wrote this year focused on how the best of humanity, technology, and innovation helped organizations push past the pandemic and into a brighter future...

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Ecommerce vs. brick-and-mortar: Unlocking retail success in 2022

Retail is never set in stone. Success in the industry, be it ecommerce or brick-and-mortar, relies understanding customers’ core values and connecting with the right technology. Explore how...

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3 customer experience predictions that will reshape banking

The banking industry is at a turning point where delivering personalized services at speed is essential to meet customer demands. And that just covers current expectations. Here are three...

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From clunkers to chic: Defining value through the customer lens

This is part of a series on defining value in a post-Covid world. Check out the original post by my colleague, Paul Ignasinski. A few months ago, after my son wrecked our family car, I set out to...

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