TTEC

A great support experience depends on much more than what happens during the call📞. The knowledge behind the answer, the technical expertise behind the escalation, the process behind the return, and the systems connecting it all matter too. When one part of that ecosystem falls out of sync, the impact can quickly reach the customer. When those capabilities are fragmented, customers feel the gaps. Connecting them creates opportunities to share knowledge, simplify processes, and turn separate functions into one stronger operation👊. Because every part of support should be working toward the same experience👏. Explore TTEC solutions for consumer electronics brands https://okt.to/NRai0T

Maybe airlines don’t need more AI. Maybe they just need to make the journey easier✈️. We talk a lot about what AI can add to the passenger journey. But I think the bigger opportunity is what it can remove: friction, complexity, and unnecessary steps. 78% of passengers want a single app combining their digital wallet, passport, and loyalty cards. To me, that says passengers aren’t asking for more technology. They’re asking for a simpler experience. That’s one of the ideas that stood out to me in “How AI is elevating airline passenger experience,” created in collaboration with TTEC, TTEC Digital and Microsoft👏. 👉 I’d recommend giving the report a read: https://okt.to/vQxXk8

85% of travelers say their airline passenger experience has stayed the same or gotten worse. That makes the associate experience hard to ignore😱. When a passenger needs help, the associate needs more than access to a system. They need the right training, knowledge, coaching, and tools to make confident decisions and actually solve the problem. Because the associate is a critical part of the passenger experience. If they don’t have the context or support they need, the experience can break down no matter how good the technology is. In “How AI is elevating airline passenger experience,” created in collaboration with TTEC, TTEC Digital, and Microsoft, we look at how airlines can better equip associates to deliver the experience passengers expect👏. ✈️ This is a perspective worth considering if you’re rethinking airline CX: https://okt.to/WKLuvE

Ask a CPG sales leader where their blindspot to optimizing sales is, and it's usually not the major accounts. It's the small stores nobody calls on directly. In this article, I look at why cost-to-serve is one of the most overlooked levers in a sales organization, and what it actually takes to give indirect accounts the same attention as your key ones — without the budget blowing up.

Your customer data isn’t the problem. The problem is what happens next. Most organizations already have the analytics, AI, and customer intelligence. What’s missing is the ability to turn those insights into action across service, sales, retention, and customer success. At TTEC, we’re seeing more companies rethink post-sale interactions as part of a broader growth strategy, not by selling harder, but by acting smarter when the right opportunity appears. That’s the CX revenue gap I explore in this article: the space between what companies know about their customers and what they’re actually able to do with it.

Your customer data platform isn't the finish line. It's the starting line. You’ve unified the data. Built the single customer view. But is your team actually acting on it? For one major telecom, AI-powered conversational intelligence helped associates spot sales opportunities in real time—and act on them. The result? 📈 Revenue per associate +27% 💰 Net revenue 2x ⭐ CSAT +3 pts So, where’s the gap between intelligence and action? Read the full story 👇