Blog: Omnichannel Orchestration
Recent Posts
Most executives recognize the importance of differentiating the customer experience. Unfortunately, far too many companies are stymied by organizational silos, inflexible technologies, and other...
I’m excited about the upcoming Enterprise Connect conference where I’ll be participating in a panel discussion that will explore the business case for moving an organization’s...
The holiday rush may be over, but retailers shouldn’t rest for too long. The next holiday season will be upon us before you can say “bargain hunter.” Therefore, now is a great...
In 2014, eMarketer reported that just 8 percent of major retailers offered a fully synchronized customer care experience between their offline and online channels. Today, retailers are finally...
Are businesses focusing on experience areas that really matter to customers? That’s the question we sought to answer in the 2015 TTEC Customer Experience Benchmark Report. The results show...
On the path to success, it’s often hard for companies to find their footing. Retailers must travel an especially rough road as they race to keep pace with technological innovation. Because...
No one wants to feel like a number. We are distinct individuals, special and one-of-a-kind, with unique needs and wants. Whether you call it “Cult of Individualism,” “Special...
By now, most business leaders are aware that customer experience matters, and that success will be defined by the ability to exceed customer expectations. In fact, Gartner reports that 89 percent...
As we near the end of 2015, I look back and think of this year as an important intersection—one that saw increasing connectivity between our physical and digital worlds. This was made...
Loyalty depends upon how banks treat customers when they interact with the organization. Free checking and low interest rates no longer dictate competitive advantage. But, when it comes to...