The issue's cover story, “The State of CX: A New Era Needs New Rules: 7 Shifts Every Brand Must Make to Survive the CX Evolution,” identifies seven shifts driving changes in customer expectations, AI adoption, privacy concerns, and service delivery.
AI Pressures Are Forcing Shifts in CX
“Every generation of business is defined by a shift that changes how companies connect with people. Today, that shift is happening in customer experience,” said
In her editor's note, Customer Strategist Journal Editor-in-Chief
Topics Explored in this Issue
- Ways to Win in the What-Have-You-Done-for-Me Lately Economy - How brands can build loyalty when customers have more choices and less patience.
- The Rise of the Universal Associate: AI is Reshaping Frontline Customer Service Jobs - How AI is expanding frontline roles while improving efficiency and personalization.
- Navigate the High-Stakes Shift from Legacy Tech to AI - How organizations can modernize customer service technology without disrupting operations
- Balancing CX Against Fraud Mitigation Calls for a Fluid Approach at Capital One Auto - How organizations can reduce fraud without sacrificing customer experience.
- Additional perspectives from industry leaders on building trust and loyalty amid growing operational complexity.
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About
About TTEC
TTEC Holdings, Inc. (NASDAQ: TTEC) is a leading global consulting, technology, and managed services company delivering solutions at the intersection of data, AI, and customer experience. Serving iconic and disruptive brands, TTEC’s outcome-based solutions span the entire enterprise, touch every virtual interaction channel, and improve each step of the customer journey. Leveraging next-generation digital technology, the Company’s TTEC Digital business designs, builds, and operates omnichannel contact center technology, CRM, AI, and analytics solutions. The Company also delivers AI-enhanced customer engagement, customer acquisition and growth, tech support, back-office, and fraud prevention services. Founded in 1982, TTEC’s singular obsession with CX excellence has earned it leading client, customer, and employee satisfaction scores across the globe. The Company’s employees operate on six continents and bring technology and humanity together to deliver happy customers and differentiated business results. To learn more, visit https://ttec.com.
Media Contact
meredith.matthews@ttec.com
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Customer Strategist Journal
