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“CEOs need to connect with their employees.” This statement shouldn’t take any business leaders by surprise. In past decades, though, it was hardly a requirement. These days, leaders of Fortune 500 companies and startups alike are taking a different tack. Instead of remaining out of reach, more CEOs are making the effort to engage their employees—some are even humble. In fact, 78 percent of business leaders are focused on raising engagement and retention, according to Deloitte. So, why i...
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In today’s job market, what constitutes an engaging employee experience is constantly redefined. There was a time where a fun lounge area with games and snacks was viewed as a key factor in retaining employees. But look at Google. For all its hip attempts to create a fun work environment, it has one of the lowest median employee tenures at little over a year, according to PayScale.  “If employees aren’t engaged and satisfied at work, they’ll move on to the next best opportunity to advan...
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It’s difficult to provide an excellent customer experience when an employee is worried about whether he or she can afford a financial shock, such as an unexpected home repair or a medical emergency. For many customer-facing employees, one unexpected expense can quickly snowball into a larger problem: repossession, eviction, or other life-altering situations.  The financial well-being of a company’s employees has a significant effect on their performance, the customer experience, and ultimat...
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2018 was marked by a historically tight labor market that had employers scrambling to find enough qualified workers to maintain growth. While it’s difficult to predict how much longer this trend will continue, other questions emerge: Which industries are likely to remain understaffed? How has the labor shortage impacted existing jobs and future positions? What does this mean for customers? A look back at hiring and retention practices yields some clues. Empty seats Back in September, the U.S. ...
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“Your customers don’t need to be loyal—you need them to be loyal,” said Emily Collins, principal analyst at Forrester, at a recent Consumer Marketing forum: Beyond the Direct-to-Consumer Revolution. Such advice may seem obvious, yet research suggests that loyalty programs are missing this basic principle when it comes to inspiring customer loyalty. The problem, Collins noted, is that conventional loyalty programs are generic, interchangeable, and fail to deliver value. In short, many loy...
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Whether screaming from the rafters or cheering at their TV, fans are the lifeblood of any sport. That's why it's essential for brands to utilize audience's social media to create the ultimate digital engagement platform for sports teams. Nathan Peterson of Tagboard recently chatted with TTEC's Jeff Marcoux about how sports crowdsourcing can be transformed into the a powerful CX resource.   Listen to all episodes of The CX Pod at TTEC.                ...
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In today’s omnichannel environment, a company’s customer service must be available whenever and wherever the customer wants. In the B2B space, where the transactions are costlier, the products are essential for operations, and service needs to be quickly available, the right channel is essential. According to the State of the Connected Customer report by Salesforce, around 80 percent of B2B consumers expect real-time interactions with companies. But when it comes to innovative and digitally ...
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In today’s omnichannel environment, a company’s customer service must be available whenever and wherever the customer wants. In the B2B space, where the transactions are costlier, the products are essential for operations, and service needs to be quickly available, the right channel is essential. According to the State of the Connected Customer report by Salesforce, around 80 percent of B2B consumers expect real-time interactions with companies. But when it comes to innovative and digitally ...
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Social media is the world’s largest platform for people to exchange, argue, and find humor in their opinions and interests. Facebook alone had 2.27 billion monthly active users in Q3 2018. That’s roughly a quarter of the world’s population. But where do businesses fit in? As consumer usage rapidly grows, brands are taking to social media to express their values, introduce products, and launch initiatives. TechCrunch reported that more than 25 million active business profiles have flocked t...
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As consumers take more control of their healthcare decisions, insurance companies are catching up to other industries in how they interact with members and deliver customer experiences. The member experience is beginning to differentiate payers. So what is the state of CX among health insurance firms? TTEC Digital recently conducted an assessment of four leading U.S. health insurers, where we assessed channel experience and overall service. Mystery shopping, voice of the member, and other interv...
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