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Blog: CX Innovation

Recent Posts

CSAT vs. CES vs. NPS: How to turbocharge key metrics for contact center success

The contact center industry is driven by customer experiences that are easy, difficult, joyful, stressful and everything in between. It’s incredibly important to take these everyday...

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Align sales and marketing to gain customers, drive growth

Marketing and sales teams have traditionally had two separate objectives in most organizations: the marketing team works to get leads and fill the top of the funnel, while the sales team focuses on...

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10 great ways to celebrate Women’s Equality Day on August 26

Women's Equality Day is celebrated in the United States on Aug. 26 to commemorate the 1920 adoption of the 19th Amendment which prohibits states and the federal government from denying the...

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We empowered contact center agents to proactively improve CX. Here’s how it’s going.

It’s been over two years since we relaunched the Proactive Solutions practice—a global initiative that empowers frontline employees to actively propose solutions to improve the customer...

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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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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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Here’s how retailers are shifting from surviving to thriving in a new normal

Retail has been altered in ways large and small since the COVID-19 pandemic began 16 months ago. Businesses had to quickly adapt and find new ways to connect to their customers while maintaining...

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4 CX changes to prepare for as the public sector embraces the cloud

Customer experiences have transformed seemingly overnight, with enhanced digital tools and technology, work-from-home operations, and empowered customers. These changes, while led by private...

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How the Pandemic Has Reshaped CX Value

Customer experience is fluid. Social factors, environments, and technology shape people’s expectations and the interactions they expect from the brands they shop with. As a part of the CX Pod’s...

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Embrace Generational Diversity in the Workplace

For the first time in history, there are 5 distinct generations currently in the workplace. People in their 70s mingle with those just old enough to buy lottery tickets. From fresh-faced digital...

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