Latest Issue of TeleTech's Customer Strategist Journal Explores What Happens at the Intersection of Business and Technology and Its Impact on the Customer Experience
TeleTech Holdings, Inc. (NASDAQ: TTEC) – Today businesses and consumers are operating at the "speed of blur." New technologies, access to information and the ability to use data to understand what is happening around us in real time is creating a new kind of connectedness. In order to deliver on customer expectations, brands must leverage technology to provide experiences that are both simple and personal.
Each quarter TeleTech publishes its latest thinking in its executive journal, Customer Strategist, where consultants and analysts bring their thought leadership to a wider audience. The firm's global work with leading companies in telecommunications, financial services, healthcare, retail and government sectors is the basis for the articles in this issue. These pieces reflect on how clients are differentiating their companies through customer experience innovation.
"In our latest issue of Customer Strategist, we explore what is happening at the intersection of business and technology—in multichannel banking, the automotive customer experience, the media industry, healthcare and retail. And through TeleTech's new research study, we learn how customers are reacting to all the change," said Mark Grindeland, chief marketing officer at TeleTech.
Understanding the Intersection of Humanity and Technology Research shows what customer attitudes, expectations, and aggravations are found at the intersection of humans and technology. While 78 percent of respondents to a TeleTech survey of over 300 U.S. consumers say they're either "very comfortable" or "somewhat comfortable" with the pace of technology, 18 percent of respondents believe that technology advances are providing them with less control.
The Evolution of E-Commerce Bernard Luthi, of online shopping giant Rakuten, talks about how digital consumer insights help personalize the customer experience and strengthen business outcomes.
Innovation Drives Customer Experiences Advances in technology are helping manufacturers and dealers dramatically impact automotive customers' experiences.
Pardon the Disruption Fairfax Media CEO Greg Hywood discusses the new role of customers in the business of news.
Other articles include a look at how cutting-edge technology can have an impact on the healthcare experience for patients, how the future of work will create three emerging types of workers, and why banks are left with no alternatives and the industry is in the midst of a role reversal.
