For all the talk about AI at the recent Customer Contact Week (and it was everywhere), many discussions homed in on the human element of customer experience. Striking the right balance of humans and technology in the contact center, associates’ evolving roles in the AI age, empathy in CX, and the need for tech investments to be customer-centric were all hot topics at the Las Vegas event.
CCW took place...
Outsourcing customer experience (CX) through business process outsourcing (BPO) used to be a fairly transactional decision. Companies chose a vendor based on price per seat, geographic availability, and the ability to handle call volume. That calculus has changed dramatically.
Today, the best BPO relationships are strategic partnerships — and selecting the wrong outsourcing partner can mean stalled digital initiatives, unmet customer expectations, inconsistent outcomes, and a technology investment that never...
By Vineet K. Singh, Director of Corporate Strategy, TTEC
The goalposts have moved again. What delighted customers five years ago barely registers today. What used...
The stakes have never been higher in financial services customer experience (CX). Customers expect their bank, credit union, insurance provider, or fintech platform to...
From the Editors of Customer Strategist Journal Sponsored by TTEC and Microsoft
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The airline passenger experience has become digital, data-rich, and deeply...
