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Delight customers in the experience economy: 3 ways CX can help

TTEC

When the customer needs to speak with someone at the bank about a situation with one account, that customer expects the bank to know about the other nine accounts (even if this interaction doesn’t pertain to those other accounts). If something has gone wrong, or is about to go wrong, always be proactive. Be proactive.

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Digital strategy vs. digital transformation: 3 ways to make both work for your brand

TTEC

Too often, brands mistakenly assume a digital strategy is only about digital channels and technology, and they don’t take the time to align it to the broader business capabilities. If you are looking for advice or would like to talk with digital strategy or digital transformation experts, connect with us here. This alignment is key.

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Omnichannel vs. multichannel contact centre support: Key differences and why it matters

TTEC

In an omnichannel contact centre, associates can share notes about previous interactions with the customer across touchpoints. Associates can share information about customer interactions across channels. Learn more about multichannel vs. omnichannel support. What are the benefits of omnichannel support?

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Customer experience vs. customer relationship vs. customer success: Why your brand needs all 3

TTEC

Customer success is about how brands recover from fumbles, how they listen to customers and identify areas for improvement in those moments. No brand is perfect, and missteps are bound to happen. In essence, it’s brand defense at scale. When customer relationship and customer success come together, the result is customer experience (CX).

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Business intelligence vs. predictive analytics: Get smart about data-driven decisions

TTEC

Learn more about business intelligence and predictive analytics. Customer Insights Power Growth – A logistics company used advanced customer intelligence insights to drive sales from busy customers.

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Outsourcing vs. managed services: how to select the right service for your business needs

TTEC

Learn more about outsourcing and managed services from these resources: Inside sales outsourcing : 11 ways to grow your business: learn how outsourcing inside sales can increase customer lifetime value well beyond times of uncertainty.

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Get the conversation right: Chatbot vs. messaging

TTEC

Learn more about messaging and chatbots today. Effective contact centres understand the right moments to introduce chatbot or messaging capabilities into a conversation to meet customer expectations every time.