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.

As a record number of employees leave their positions in search of more fulfilling work, better pay, or other reasons, employee retention is more important than ever. Heather Younger, CEO and founder of Employee Fanatix, an employee engagement, leadership development, and consulting firm explains what employers can do to drive employee loyalty—and what pushes workers away.

Business leaders and customers alike know how we do business has changed, but are we truly acting on it or merely observing? In the second episode of TTEC’s “Redefining Value” podcast series, Mary Nelson sits down with Matt Benjamin, US & Canada Operations & Technology Customer Engagement Leader at Mercer, to learn more about what customers value and how to meet these expectations head on.

Customer experience is fluid. Social factors, environments, and technology shape people’s expectations and the interactions they expect from the brands they shop with. As a part of the CX Pod’s newest series, TTEC’s own Mary Nelson guest-hosts conversations with the world’s top CX professionals to explore the evolving nature of business. To kick off the series Nelson spoke with renowned CX guru Don Peppers on the idea of defining value in a post-covid world.

The retail landscape is transforming faster than ever in the wake of the COVID-19 pandemic. To find out what’s next, Judith Aquino speaks with Steve Rowen, managing partner at Retail Systems Research, about the technology trends that have been accelerated, retailers’ customer experience priorities, and emerging innovations.

Audio apps and social media networks like Clubhouse are taking off for personal and professional development. Liz Glagowski speaks to business strategist Rita Goodroe about the opportunities in Clubhouse and other audio apps to increase customer engagement, drive sales, and provide great experiences.