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Blog: CX Analytics

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Contact Center vs. Call Center: 6 Key Differences and Why it Matters

Does your business need a call center or a contact center? Although these terms are often used interchangeably, there are key differences between these common business communication models....

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CX innovation will shake up the automotive industry

It’s an incredibly disruptive time for the automotive sector. Right now, digital adoption, ride-sharing apps, and environmental concerns are just a few factors that are reshaping a century...

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Customer Journey Strategy: Five Ways to use Customer Journey Maps as a Strategic CX Tool

Customer centricity is an elusive goal. Most companies want to be more customer centric, but enacting the vision is a challenge. There are a number of things a business can do to become truly...

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3 Essential Steps to Prepare Bots and Employees for Shared Success

Raise your hand if this describes your firm: Everyone wants to be innovative, but not everyone wants to change. Consider automation. Employees understand the benefits of automation and bots but...

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A First Look at 2020 Retail at NRF’s “Big Show”

New decade, new retail. At National Retail Federation (NRF) “Big Show” conference in New York City, business leaders defined what will make for exceptional customer experiences in 2020....

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NRF 2020 Recap: Retail Experiences Re-envisioned

The future of retail is about removing barriers. At NRF 2020, retail partners demonstrated the many ways brands can blend online and offline experiences and combine different data sources to...

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Want to Win at Personalization? Let the Customer Lead

Increasingly, customers expect personalized experiences as a standard of service. But as consumers, we all know that the quality of personalized experiences is not equal. As customer expectations...

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TTEC’s CX Year in Review

2019 was a year of change. Industries reinvented themselves, technology connected us, and politics swept the country. But more importantly we aimed to learn and grow with the world around us. We at...

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TTEC’s Most Popular CX Content of 2019

This decade was shaped by remarkable change. Hypergrowths made buying toothbrushes hip, legacy brands took to Instagram, and the savvy consumer dominated the way we do business. Next year will be...

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Find the ROI in CX

In the era of the customer, companies are adopting digital initiatives and making changes to established business models, processes, and systems to become customer-centric organizations. But when...

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