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 to differentiate brands as customer experience (CX) leaders has quietly become the baseline expectation.
CX experts have been noticing this trend of nice-to-haves becoming non-negotiable for a while, but suddenly the pace of this shift is accelerating. Customers want more, they want it faster, and they...
The stakes have never been higher in financial services customer experience (CX). Customers expect their bank, credit union, insurance provider, or fintech platform to resolve customer inquiries and complex issues instantly, communicate across every channel with consistent customer service and omnichannel support, and do it all while maintaining ironclad compliance. A data breach, a botched call, or a single compliance misstep can cost millions in regulatory fines and —...
From the Editors of Customer Strategist Journal Sponsored by TTEC and Microsoft
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