Blog: Digital Transformation

There’s nothing new about using data to make decisions. But, what is new is the potential that new data sources hold in providing real actionable insight. Unstructured data such as social...

Foreign cultural norms and serving digital customers have much in common these days; they both require us to brush up on our etiquette. Distant countries and modern-day customers have social and...

In TTEC’s continuing blog series on technologies that are transforming the customer experience, we explore Near Field Communication technology.    In the wake of Google...

This is the first blog article in a two-part series. As the world increases its digital footprint, an increasing amount of attention has been turned to Big Data. With the promise of regulating...

I had the honor of speaking at the 2013 SXSW Interactive conference in Austin recently, and I wanted to share some of the highlights from my speech on social media marketing and customer...

Mobile application downloads are on the rise, with more and more consumers looking for multichannel customer service and ways to interact with their favorite brands on the go. Yet, while...

Financial services customers are using digital communication channels more and more. Today, they transact across the web, mobile, social, and other self-serve channels. As they interact with...

 Evidence shows that customers are frustrated with the service they get when they call companies’ contact centers. Cumbersome Interactive Voice Response (IVR) systems, long wait times,...

As customers become more digital, social, and mobile, businesses have opportunities to improve customer satisfaction and loyalty through a differentiated customer experience; but those who are...