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Blog: CX Analytics

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Successful employee experience strategies get these 3 things right

"Profits, revenue and data are excellent indicators of a company’s growth, but they’re not effective in communicating the emotional value and impact the employees have on the...

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3 new customer expectations that can’t be ignored

Business leaders and customers alike know how we do business has changed, but are we truly acting on it or merely observing? In the second episode of TTEC's "Redefining Value" podcast series, Mary...

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Introducing the Humanify® DEI+ BOT: Get Comfortable with the Uncomfortable

Diversity and inclusivity conversations are no longer taboo workplace topics. Given the social justice events and topics making headlines around the world, avoiding them is no longer an option. Yet...

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Study: A Rise in Branchless Banking Exposed CX Weaknesses

Direct or branchless banking should have flourished in an environment where the COVID-19 pandemic accelerated a shift to digital channels, but it’s more complicated than that, according to J...

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Crash Course on Contact Center Analytics: Speech Analytics vs. Voice Analytics vs. Text Analytics

Most contact center leaders know analytics can unlock insightful clues for improving associate performance, making processes more efficient, and raising customer satisfaction levels. But with so...

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How to Create a Differentiation: Customer Service vs. Customer Experience

In today’s uncertain economic environment, customer experience and customer service have become critical topics. But while these terms are often used interchangeably, there are crucial...

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For Federal Government Agencies, A New CX Mandate

Among the many impacts the COVID-19 pandemic has had on government, one of the biggest has been the onslaught of calls, inquiries and requests for information swarming government agencies - unlike...

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The CMS Five-Star Quality Rating System is Changing. Here’s How to Stay on Top

The Centers for Medicare and Medicaid Services (CMS) is raising the stakes on patient and member experience for health insurance organizations. CMS recently introduced changes to its Five-Star...

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Customer Experience vs. Customer Engagement: Here are the Vital Differences

Customer experience (CX) and customer engagement may seem like different names for the same concept, but they aren’t. While companies sometimes use the terms interchangeably - and, even more...

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Analytics Can Give Sales Team a Winning Edge

As many sports fans know, the book (and later, movie) “Moneyball” tells the story of the Oakland Athletics’ 2002 season - specifically, how the team’s General Manager Billy...

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