Customer experience (CX) has quietly become the single most defensible competitive advantage a company can hold in 2026. Product features get copied, pricing gets undercut, and marketing campaigns expire — but the way a brand makes people feel when something goes wrong is remarkably hard for rivals to replicate.
That’s why the choice of a contact center outsourcing partner has grown into a decision that reaches far beyond the call...
Electric vehicles have captured consumer attention, but attention does not guarantee adoption. As product capabilities become increasingly comparable, the quality of the customer journey becomes the differentiator. Brands that simplify discovery, education, and ownership will be best positioned to turn interest into action.
Experts from TTEC and Percepta dove into this topic during the recent webinar, “The EV adoption gap is a CX problem.” Jamie Goldberg, Percepta’s senior vice president of business development and customer success; Omar Riahi, Percepta’s...
“AI is going to transform customer experience (CX).”
This is what the industry keeps telling CX leaders.
Unfortunately, many of them are getting stuck at the...
Healthcare has always been a high-stakes industry, but the expectations patients and members place on the organizations that serve them have never been higher....
Outsourcing customer experience (CX) through business process outsourcing (BPO) used to be a fairly transactional decision. Companies chose a vendor based on price per...
