The CX Pod

We talk to Rebecca Jones of Mosaicx about how women (and men) can tap into circles of wisdom and trust for personal and professional growth in the CX industry.

With the CX job market, technology and workplace trends evolving , it may be time for customer experience leaders to take a new look at an often overlooked segment of the contact center job market: Part-time workers. TTEC experts Dr. Trent Salvaggio and James Bednar talk to Liz Glagowski about what makes part-time work an attractive option for businesses and employees, and how to make it happen with a flexible contact center workforce model.

In the latest episode in our travel podcast series, TTEC’s Scott Bell shares his impressions on the growing fraud risk in the industry and how it impacts trust in on travel review sites like Tripadvisor. We also delve into the potential roadblocks to the JetBlue/Spirit merger and implications for the airline industry.

Retailers and e-commerce brands are struggling to keep up with fraudsters who keep finding innovative ways to commit fraud. Get tips from Eyal Elazar, head of product marketing at Riskified about how to fight conventional and unconventional fraud to create better customer experiences.

In the first episode of our travel series, "Unexpected Turbulence," Liz Glagowski of the Customer Strategist Journal and Scott Bell, VP of TTEC's travel practice discuss how brands like Southwest Airlines and Marriott Homes & Villas use their brand strength to weather unpredictable travel industry challenges.

Shelly Swanback, new CEO of TTEC Engage. shares her perspectives on digital transformation, innovative culture, the future of CX, and "embracing the mess."

In the first of our series exploring the people behind amazing customer experience delivery, we delve into the role of healthcare licensed agents. Liz Glagowski interviews TTEC vice presidents Ebony Langston and Shelley Larrick about what licensed agents do and how important they are to create a good impression with health insurance members and prospects.

Though it's been celebrated since the 1860s, Juneteenth became a U.S. federal holiday in 2021. The holiday commemorates the official end of slavery in the United States and has become a celebration of African-American culture and heritage. In honor of the day, Liz Glagowski partnered with TTEC’s Leesha Bush on a LinkedIn Live event to discuss the holiday and what it means for employees and business. Here is an excerpt of their conversation with Mita Antoine and Nisa Hill, members of TTEC’s Champions of Color employee resource group.

Retail is an industry in constant evolution. Liz Glagowski and TTEC Head of Retail Jon Stough discuss challenges and opportunities for retailers to improve the customer experience and engage employees to shine as valuable brand ambassadors.

In the era of the Great Resignation, businesses across industries are struggling to retain employees. Organizational psychologist Dr. Adam Bandelli explains how relational intelligence shapes employee and employer relationships and what leaders can do to strengthen those connections to improve employee engagement and retention.

TTEC writers Liz Glagowski and Dylan Haviland got together to chat about nearly a decade of virtual reality (VR) and augmented reality (AR) experiences. They looked at past predictions, the future of technology, and what the Metaverse will bring to the table.

Join the editors of the Customer Strategist Journal as they discuss their favorite trends, stories and facts from the newest issue, "The Great Re-Engagement."

Retail stores underwent dramatic changes in the last two years. Jeff Bradbury, Senior Marketing Director at Hughes Network Systems, discusses next steps in the increased digitalization of retail stores and trends that are reshaping the shopper experience.

The editors of the Customer Strategist Journal came together to discuss their favorite CX stories, trends, and insights from 2021.

Now is the perfect time to reflect and improve on your customer experiences. We asked CEOs, business leaders, and CX experts to share their plans on how to make 2022 the best year ever for customer (and employee) experience.

Over the past few months, conventional notions of what drives brand loyalty have been upended by new consumer expectations and needs. Robert Passikoff, founder and president of the research consultancy Brand Keys, offers insight into the new loyalty paradigm, including surprising results from his firm’s latest Loyalty Leaders survey.

CX BanterCast is back and this time we are exploring the dark side of customer experience —poor digital experiences. But not all is lost. TTEC’s Tim Keefe and Andreas Wieman are back to explore how your CX organization can recognize, act, and improve on the digital channels your customers crave.

Customer experience in the contact center industry has always been a one-to-one conversation, but the DNA of these conversations has changed. The prevalence of self-service capabilities, AI, and digital channels is rewriting how customers tackle everyday issues, and contact centers are evolving to match these expectations. Recently, TTEC’s Mary Nelson sat down with Sharon Jones, the Senior Director of Workforce Optimization Strategy and Planning for Cigna, to discuss the latest innovations and changes in the contact center landscape.

Clear the way for the newest series on the block, CX BanterCast! TTEC’s own Tim Keefe and Andreas Wieman are partnering up to deliver their takes on what’s paving the way for amazing leadership, innovations, and technologies all in the CX world. In their pilot episode we’ll explore how customer and employee experience is evolving in a post-pandemic world.

Marketers are resetting their strategies and adapting to new customer expectations but what does that look like at a time marked with so much uncertainty? Judith Aquino spoke with Donovan Neale-May, founder and executive director of the Chief Marketing Officer Council, about the biggest challenges—and opportunities—facing marketers today.