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Blog: CX Innovation

Recent Posts

Uncovering CX Value – One Drone at a Time

Last Christmas, my son Emerson received his first drone as a gift from his grandparents. He was so excited and couldn’t wait to get out and use it - but unfortunately, despite many attempts,...

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What’s Next in the Retail Customer Experience?

Propelled by the pandemic, retailers transformed their services, products, and customer experience at breakneck speed. More changes are ahead as consumers emerge, ready to spend with high CX...

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How to Reinvent the Citizen Experience: Turn COVID-19 Quick Fixes into Real Change

This guest article first appeared on Route Fifty When the COVID-19 pandemic hit, government agencies and organizations were forced to quickly innovate to meet a sudden rise in citizen inquiries and...

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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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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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TTEC’s Most Popular CX Content of 2020

We’ve all made it through a tough year, and some of the year’s unique challenges will help to shape a more meaningful future. 2020 was more than recognizing the new-normal; it was time...

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Another Round of CX Happy Hour: 3 Employee Experience Tips for 2021

In 2020, we can always use another round of happy hour. Luckily, TTEC’s Liz Glagowski reunited with CX expert Dan Gingiss for their second LinkedIn Live ask me anything, EX for What’s...

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Startup Founders Weigh In on CX Innovation in a COVID-19 Era

Disruptive companies are designed to, well, disrupt existing industries and business practices. But what happens when companies across the spectrum of industries and sizes are disrupted by a...

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