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Blog: Strategy

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4 Ways to Prepare for Unexpected Customer Support Surges

Life is complicated and rarely goes as planned. For customer-facing companies, sudden emergencies like natural disasters or data breaches can trigger waves of consumers looking for help and answers...

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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...

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Putting Customer Experience Strategy to Work

As a member of TeleTech 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...

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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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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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Artificial Intelligence 101: Separating Hype from Reality

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....

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In service of our future, I've joined TTEC to gently shake the world

Today marks my first day with one of the most amazing companies I've ever met. I share a world view with TTEC that makes us kindred spirits and I believe together we can make the world an even...

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Why Companies Need Content Moderation

Brand perception heavily influences consumer decisions. Customers form opinions about brands when they read a news story or online review, hear about a friend’s experience, or visit the brand...

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