Blog: CX Strategy & Digital Consulting
Recent Posts
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...
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...
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...
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...
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...
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...
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...
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...
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...
A lot of digital ink has been spilled about artificial intelligence (A.I.)’s potential impact on people and businesses. But let’s face it: much of the discussions about A.I....