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Think fast: What is the difference between business intelligence and predictive analytics and why does it matter? While many companies use these tools to better utilise the big data at their disposal, a quick Google search shows that these are...
Customer expectations are always changing, and these needs are being met with a wider range of channels and technology than ever before. Now, all of these interactions, touchpoints, events, and transactions are becoming part of a growing Customer...
Customer loyalty programs are at their core tactical mechanisms for altering the behaviours of specific customers. The behaviours you most want, however, might be quite different, depending on your business model and competitive situation. If you...
Overall contact centre performance across major KPIs, such as quality score, average handle time, and contact resolution rates all suffer when a company doesn't have a clear view of the full customer journey. And yet, fewer than 10% of...
In 2020, the implementation of contact centre automation is accelerating, so it is essential for companies to implement best practices, or risk falling behind the competition. Technological advances in robotic process automation (RPA), AI, and...
Customer centricity is an elusive goal. Most companies want to be more customer centric, but enacting the vision is a challenge. There are a number of things a business can do to become truly customer centric. First and foremost, it needs to...
Apple has recently bought the British fintech startup Credit Kudos. This is a really interesting development because Credit Kudos offers an instant credit check service built on opening banking standards. Credit Kudos quickly scans the banking...
Most customer experience leaders say they have active voice of the customer (VOC) programs in place. They track NPS, ask customers to complete post-interaction surveys, and employ speech analytics. But too often they are not really listening. ...
Empower your employees to deliver amazing customer experiences Imagine if you could build a culture that creates brand advocates and long-term customer value, increase employee productivity and speed to proficiency, and...
This was originally posted as an article in the Customer Strategist Journal. To read the latest issue click here. With marketing expenses and the cost of the onboarding process, acquiring new customers is costly. As a result, while it is important...
This was originally posted as an article in the Customer Strategist Journal. To read the latest issue click here. Implementing a successful contact centre omnichannel strategy requires the coordination of many aspects of your organisation. A...
Engaging customer experiences designed from the outside-in Imagine if you could get a clear view of your current customer experience across all channels and touchpoints and design a CX and digital strategy that will...
Over the years I have followed the development of Artificial Intelligence (AI) with some interest. Back when I was actually developing software myself it was quite a scientific interest - what will be possible and when? Now it sometimes feels more...
A great deal of thought goes into designing a fantastic retail experience: store design, location, and a clear focus on omnichannel, all designed to deliver an online and in-store blended experience, add to this personalisation and the use of data...
I’m always interested when I read about how organisations can pivot and offer new products or services that don’t initially appear to be a part of their core offer and yet eventually become really important to the company.Apple is a great example....
Embrace messaging to ensure increases in CSAT A whopping 58% of customers text businesses that aren't even set up to respond.* Is your brand truly ready to meet customers anywhere, and at any time? Gain a competitive edge with TTEC...
The world of buying, paying, and lending changed. Did you? Today’s banking CX leaders face pressures to drive efficiency gains, reopen branches, thwart cyberattacks, compete against digital-only banks, and meet customer...
2018 Event Calendar February March April May June August September October November December February Frost & Sullivan Sales Team Alpine Retreat February 7-8 | Lake Tahoe, NV CCW 2018 – Australia Feb 14-16 | Benowa, Gold...
Optimisation of customer experience architecture has been a priority for companies in 2020 given the effect the year has had on buying habits, customer needs and workforce logistics. Personalisation, automation at scale and cross-channel...