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Welcome to our Thought Leadership library.  We've brought together the best thinking from custom experience gurus and front line practitioners.  Search our journals, articles, research, infographics, videos, case studies, white papers, events and webinars, eNewsletter, and blog for the latest and greatest in the design and delivery of great customer experiences.

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Banking's Most Important Currency: Customer Trust

Webinars

Banking's Most Important Currency: Customer Trust Disruption is causing chaos in the...

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Four Weeks, Three New Sales Channels

Case Studies

Business was certainly booming for this wireless internet service provider: within two...

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Marketing Analytics Drive Customer Acquisition Costs Down 60%

Case Studies

The insurance industry is highly competitive. Countless ads on television, in print, and...

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Financial Institutions Need a Value Proposition that Spans a Customer’s Lifetime Journey

TeleTech Blog

Innovation lives at the heart of every industry. Each sector must constantly re-evaluate and...

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Digital Marketing and the Groundhog Day Parallel

TeleTech Blog

Digital marketing is a lot like the movie Groundhog Day. In that 1993 comedy, TV...

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Airline Reduces AHT with Quality, Not Speed

Case Studies

If an exceptional customer experience is the goal, does a contact center’s...

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When Customers Call 250 Million Times . . .

Case Studies

The challenge faced by this department store legend was one that confronts many long...

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A Playground for Exceptional Service

Case Studies

This bank, one of the world’s largest financial institutions, needed to improve the...

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Putting the ‘Voice’ Back in Voice of the Customer

TeleTech Blog

Most of today’s consumers are familiar with Apple’s Siri platform, which enables...

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