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The CX Pod
13 minutes | a month ago
CX and COVID-19: Vaccine Strategies that Work
State and local healthcare organizations are facing multiple challenges in getting COVID-19 vaccines to communities. Andy Martin, group vice president at TTEC, shares insights and best practices that he and his team have gathered from their work helping public and private sector health organizations address those very challenges as the vaccine rollout continues.
18 minutes | 2 months ago
In Their Own Words: Vaccine Patients Share Their Experiences
As the COVID-19 vaccine rollout begins across the country, patient experiences vary. Hear what some people had to say in their efforts to receive some of the first doses of vaccine, and how what they’ve experienced can help improve future vaccine distribution.
13 minutes | 2 months ago
CX and COVID-19: A Healthcare Leader’s View
In part 1 of our series on the role customer experience plays in accelerating COVID-19 vaccine efforts, Ann Marie Muñana, a nursing and healthcare leader at Chamberlain University and member of the Chicago Department of Public Health’s Scientific COVID-19 Vaccine Work Group, shares strategies for earning the trust of vaccine skeptics, ideas for maximizing vaccine resources, and other insights.
9 minutes | 4 months ago
Be a Helper: How to Lead through COVID-19 Fatigue
As the COVID-19 pandemic drags on, prevention guidelines and restrictions can feel incredibly challenging. Eric Yaverbaum, CEO of Ericho Communications, knows firsthand what it is like to be stricken with the coronavirus while leading a company. He shared key insights and lessons for helping employees combat COVID-19 fatigue.
22 minutes | 5 months ago
Mobile Commerce 2021: What to Expect
What's next for mobile commerce in a world transformed by COVID-19? What new expectations do customers have and how can brands be prepared? Bill Bloom, founder and CEO of the mobile market research firm Fast Focus, shares insights on the mobile commerce trends that he and his firm are watching for in 2021 and beyond.
21 minutes | 5 months ago
Unlock the Key to Great Customer Conversations
In today's climate, companies have a unique opportunity to utilize digital channels to enhance customer conversations and deepen customer relationships. We recently sat down with Sam Rosendorf, senior manager of global enterprise solutions at LivePerson, to learn how organizations can use digital-first technologies like AI and messaging to better serve their customers. No more forcing consumers to wait on hold or navigate complex websites to get answers to questions or to buy products and services. Instead, consumers can get their inquiries resolved using natural language, on the same messaging apps they use to talk to friends and friends and family.
18 minutes | 6 months ago
Tell Authentic Stories: A TikTok Marketing Primer
Evan Horowitz, CEO of the creative firm Movers+Shakers, takes us behind the scenes of some of his firm’s most viral TikTok campaigns, explaining how e.l.f Cosmetics’ #eyeslipsface generated over 6 billion views on the video app and millions of user-generated videos. Horowitz also shares tips on telling authentic stories on TikTok and where he sees opportunities for brands to best engage users.
9 minutes | 7 months ago
CX Bites: The Best of Customer Experience Insights
Over past few months, we had the opportunity to speak to some of the most revered CX experts and influencers on what it takes to meet and exceed customer expectations at a time where it’s needed most. Customer Strategist Journal Editor Liz Glagowski rounded up the best insights from our first ever live LinkedIn event, “CX Bites: Influencer Insights into the Future of CX,” to highlight the top tips needed for succeed. Here is a quick preview of the webinar.
22 minutes | 8 months ago
CEOs Reimagine Business in a Post-Pandemic World
Prior to the pandemic, most companies entered 2020 with modest to high growth goals. How have CEOs’ goals and priorities shifted in today’s new reality? Pete Hayes, CMO and principal at the consulting firm Chief Outsiders, shared insights from a recent survey his company conducted on where CEOs expect their businesses to be 6 months from now.
37 minutes | 9 months ago
Regalix TV Feature: Leadership Strategies for Digital Transformation Success
Digital transformation is a critical business strategy a and companies are looking to leaders to help them transform. In an interview on Regalix TV’s Center Stage show, TTEC Digital President Jonathan Lerner discussed the importance of leadership to to help brands forge ahead with a digital-first approach.
24 minutes | a year ago
Healthcare CX’s New Reality: What to Expect
How will healthcare CX evolve in a world that’s been changed by the coronavirus? TTEC’s healthcare CX experts Sheila Curr and Tim Keefe share insights on opportunities for healthcare organizations to better meet their members’ and patients’ needs from a digital-first approach. They also discuss strategies for quickly scaling contact tracing and testing efforts as well as combatting healthcare fraud.
21 minutes | a year ago
A Direct-to-Consumer Retail Roadmap
As customer expectations rise, even direct-to-consumer (DTC) brands need to continuously evolve. Kate Nowlan, vice president of experience at DTC apparel company Hylete, weighs in on the future state of customer experience in retail and shares her company’s strategy for staying in touch with the customer.
17 minutes | a year ago
Collections: Turn a Negative Interaction Into a Positive Customer Experience
The collections business unit is vital to the overall experience full of potential for increased revenue if managed with a customer-centric focus. Lester Estonina, TTEC’s executive director in charge of collections, discusses how empathy and compassion during collections interactions have proven to increase promises to pay and result in higher revenue.
12 minutes | a year ago
NRF 2020: What is the Future of Work?
Our team visited the 2020 National Retail Federation (NRF) “Big Show” in New York City to report on the latest thought leadership and technology reshaping the retail industry. To create a better picture of what work will look like this decade, we spoke to Rachel Kreuter, a communications specialist at Ceridian, about the company’s recently published “2020 Future of Work” report.
24 minutes | a year ago
Research: Balance Privacy With Personalization to Deliver Great Experiences
Ryan Hollenbeck, Senior Vice President of Global Marketing at Verint Systems, shares results of new research showing how much information customers are willing to part with to get great experiences in return, as well brands can successfully strike the right balance between privacy and personalization.
12 minutes | a year ago
Delivery Route Planning: A Hotbed for Innovation
How does the customer experience affect delivery routes? What are the low-hanging fruits of making deliveries and where can companies differentiate? George Shchegolev, co-founder and VP of operations at Route4Me, answers these questions and more as he shares what happens behind the scenes to make fast deliveries possible.
18 minutes | a year ago
Customer trust starts with action
Everyone has that friend that clicks with them, someone who always knows what you need but still manages to surprise you in wonderful ways. According to author Jeff Fromm, those are the brands that are winning in today’s customer experience. His newest book, The Purpose Advantage, gets to the heart what is needed to meet what customers value most, connections. We had an opportunity to call him and chat about what it takes to understand today’s consumer mindset.
15 minutes | a year ago
WebMD Customer Care: An Insider's View
Whether it’s answering a simple question or tackling a technical problem, customer service representatives are at the front lines of meeting customer needs. Stephanie Finnell, a customer service representative at WebMD Health Services, sheds light on what it’s like to work in a role that’s quickly evolving in the era of the customer and the interactions that make her job rewarding.
18 minutes | 2 years ago
Dow Jones: Great CX Means Balancing Technology With the Human Touch
Customer support is rarely the first thing that comes to mind when you think of Dow Jones, parent company to the Wall Street Journal, Barron’s, and Marketwatch. Yet it’s an important part of the news and publishing firm’s success. Thom San Filippo, vice president of customer service and experience design at Dow Jones, explains what it takes to deliver frictionless support to a global, tech-savvy audience and why the company is doubling down on contact center training and development in a digital-first era.
16 minutes | 2 years ago
Barnes & Noble College: A Lesson on Staying Relevant
As Generation Z heads off to college, Lisa Malet, COO of Barnes & Noble College, shares lessons and insights on what works—and doesn’t work—when to comes to staying top-of-mind with today’s students. Lesson one: If you’re chasing purely digital interactions, you’re already behind the curve. Read more about Barnes & Noble College’s approach to Gen Z in the Fall 2019 issue of the Customer Strategist Journal.
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