Dylan Haviland

Offshoring, Onshoring, Nearshoring: So Many Shores, So Little Time

Dylan Haviland - March 30, 2021

The growing remote work culture has business leaders looking for the best talent not only in their locality but across continents. The rise of...

Customer Acquisition vs. Retention: The Perfect Balancing Act

Dylan Haviland - March 8, 2021

The art of attracting and keeping customers is a balancing act, and the pandemic was an anvil thrown onto the scale. The brands that...

3 Ways Contact Centers Can Deliver on Digital Expectations

Dylan Haviland - March 1, 2021

The pandemic accelerated digital adoption of messaging, web, and cloud at light speed, and in doing so contact centers have been at the front-line...

Another Round of CX Happy Hour: 3 Employee Experience Tips for 2021

Dylan Haviland - January 4, 2021

In 2020, we can always use another round of happy hour. Luckily, TTEC’s Liz Glagowski reunited with CX expert Dan Gingiss for their second...

3 Hot Takeaways from CX Happy Hour

Dylan Haviland - December 1, 2020

2020 has been a wakeup call for customer experience, but not everything will stick. In TTEC’s first-ever LinkedIn Live happy hour, guests from around...

AI and Data Top CX Trends in Forrester Predictions

Dylan Haviland - October 23, 2020

At the recent Forrester Data Strategy & Insights 2020 virtual conference, analysts described a future where people and technology work together to bring out their best...

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Dylan Haviland

Recent posts

2025 CX Trends: 5 ways customer experience ushers in a new era

Decoding the Feedback Dilemma: A Strategic Framework for Evaluating Customer Requests

CCMA report: Data analytics reinvents the contact center, starting with the front line

Cut through the AI noise by focusing on the “who”

What it takes to create “effortless” experiences