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Blog: CX Strategy & Digital Consulting

Recent Posts

Happy (Re)new year!

2018 is a year of renewal vs resolutions for winning companies. It is a year with massive disruption (Blockchain, Voice Automation, Omnichannel service design) that, like other digital...

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Santa Serves Up Great Service This Holiday Season

This season, Santa Claus is everywhere. He’s at local retailers or in the mall, ready to hear kids’ wishes and take photos. He’s dropping off toys and presents to the needy. I...

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Be Positively Disruptive by Uniting Humans With Automation

To survive in today’s increasingly competitive customer landscape, businesses have seemingly flocked in droves toward the latest tech trends such as in AI (artificial intelligence) and...

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The New Marketing ROI in 4 Easy Steps

What is the value of a marketing campaign, or a marketer for that matter? The answers to these questions are often murky at best. To prove ROI, marketers must defend their place in the value...

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Putting Customer Experience Strategy to Work

As a member of TTEC Consulting, I have the privilege to work with a wide variety of organizations around the world. Over the last five years one of the consistent things that we have seen is the...

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How Hallmark Uses Data Insights to ‘Send the Very Best’

Content may be king, but it needs data insights to strengthen its reign. Such was the strategy Lindsay Roy, vice president of greetings marketing at Hallmark, outlined at the Mobile Marketing...

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'No Ledge' To Stand On: 4 Ways to Balance Knowledge Management without Falling over the Edge!

Knowledge management is experiencing a transition – and it is all about balance. The traditional knowledge infrastructure that pushed content from technical writers and legal approvers to...

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Don’t Equate Silence with Satisfaction

As a small or medium sized business, it’s easy to fall into the trap of complacency. While the big guys are hustling to get to the next best thing for customer care, smaller companies move at...

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Supporting Customer Values is More Than a Nice Gesture - it’s a Necessity

Corporations have long avoided taking sides on controversial issues. Why risk alienating parts of your customer base? But in fact, more and more customers seek brands that proactively promote...

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Property and Casualty CX Trends Lean on Expert Associates

This isn’t your grandfather’s insurance market. Changes in the property and casualty (P&C) insurance landscape are giving businesses new opportunities—and challenges—to...

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