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. In an era defined by consumerism, digital transformation, and increasingly complex regulatory demands, the ability to deliver seamless, compassionate, and compliant customer experiences has become a genuine competitive differentiator — not just for health plans and hospital systems, but for every organization operating at the...
For all the talk about AI at the recent Customer Contact Week (and it was everywhere), many discussions homed in on the human element of customer experience. Striking the right balance of humans and technology in the contact center, associates’ evolving roles in the AI age, empathy in CX, and the need for tech investments to be customer-centric were all hot topics at the Las Vegas event.
CCW took place...
Outsourcing customer experience (CX) through business process outsourcing (BPO) used to be a fairly transactional decision. Companies chose a vendor based on price per...
By Vineet K. Singh, Director of Corporate Strategy, TTEC
The goalposts have moved again. What delighted customers five years ago barely registers today. What used...
The stakes have never been higher in financial services customer experience (CX). Customers expect their bank, credit union, insurance provider, or fintech platform to...
From the Editors of Customer Strategist Journal Sponsored by TTEC and Microsoft
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The airline passenger experience has become digital, data-rich, and deeply...
