The CX Pod

Put yourself in the customer’s shoes, and it’s much easier to build relationships and make sales. That’s why storytellin... Read more

In a world where consumers demand service when they want, where they want, social media rules. So why do so many organiz... Read more

We’ve got the data to prove it. Emotional analytics is an emerging area that ties customer emotion and sentiment to tang... Read more

New research from Forrester points to an emerging trend: consumers increasingly expect brands to take a stance on moral,... Read more

Artificial intelligence is being applied in the B2B world so that business outreach moves from "pitches" to valuable con... Read more

Great customer relationships happen when brands authentically connect with customers to create a community. Diversity an... Read more

It’s hard to create seamless interactions without truly understanding what customers are going through. How can companie... Read more

Customer care leaders are challenged with finding, keeping, and engaging employees during this tumultuous employment cli... Read more

As Generation Z heads off to college, Lisa Malet, COO of Barnes & Noble College, shares lessons and insights on what... Read more

Digital transformation is everywhere, and companies are desperate for it. Emerson College is launching a new program in ... Read more

Customer journey mapping isn’t new, but are companies using it correctly? More and more leaders are recognizing the need... Read more

Have you ever wondered what business lessons you could pull from Tyrion Lannister’s exploits in Game of Thrones? Or perh... Read more

Customer centricity has been the talk of the town for years, but do we practice what we preach? Do leaders understand wh... Read more

Who are you going to call when you want to deliver a great customer experience with chat? Meet TTEC’s “Chat Avengers” – ... Read more

Whether screaming from the rafters or cheering at their TV, fans are the lifeblood of any sport. That’s why it’s essenti... Read more

In an era of disruption, conventional marketing wisdom isn’t enough. Marketers need innovative insight, agility, and hig... Read more

Creating the perfect customer experience is a lot like the holidays. It’s busy, stressful, and can always use a bit of m... Read more

In the age of the customer, consumers have more information and choices than ever before. What they don’t have is more t... Read more

Whether it’s answering a simple question or tackling a technical problem, customer service representatives are at the fr... Read more

We all know customer loyalty is important to a business but where do brands tend to make mistakes when it comes to inspi... Read more