Blog: CX Innovation
Recent Posts
One can’t help but notice how many companies tout themselves as customer experience (CX) leaders. A performance marketing firm claims CX supremacy through their data and digital prowess. A...
When it comes to data, more isn’t always better. Does more data lead to better decision making? Not necessarily, according to a recent CMO Council report, Bringing a Human Voice to Customer...
The old saying, “Don’t talk the talk, if you can’t walk the walk,” has never been more relevant to the world of customer experience. According to Forrester 72 percent of...
Do you ever need to deliver digital presentations, communicate with senior leaders and colleagues, or pitch to clients online via webinar and video? How do we maintain a connection, project energy,...
The value of trust helps people choose who they associate and confide with on a daily basis. But what happens when a company is dishonest with their customers or acts unethically? This year, data...
As the year winds down, we looked at all the great content produced by TTEC and the Customer Strategist Journal to see what resonated most with readers. Customer experience is a broad topic, so it...
In February I predicted this was going to be the year that companies would re-commit to customer centricity. AI innovation and the expanding omnichannel environment made everything more connected,...
Personal information is like uranium—it generates kilotons of energy, but it can also be a killer if mishandled. Just look at the recent Marriot’s Starwood data breach, which put some...
We live in a world where everything but experience is being commoditized, and experience delivers greater returns when done well. That’s why organizations need customer-centric leadership to...
For many customer experience leaders, trying to keep up with the processes, journey maps, and data points that make up today’s customer experience can feel like being on a boat that’s...