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Every button or swipe may seem minor, but they matter. That's because good User Experience (UX) is the key to great customer experience. 

Getting UX right means we're not just making websites or apps more attractive—we're making people's lives more convenient, too. And in today's world, that's the kind of customer care that gets noticed.

Dig into why focusing on customer effort is the key in the latest from Tom Lewis in CX Focus.

From CrmXchange

When we think about the customer experiences that really matter, we often focus on face-to-face interactions. But in today’s increasingly digital world, the customer experiences that take place on digital channels are just as important. In these channels, it’s not about creating exceptional experiences, it’s about creating effortless experiences – the experiences where customers can meet their needs without friction.

You’ve probably experienced a poor user experience (UX) before if you’ve:

• given up on a website because you couldn't find what you were looking for
• downloaded an app that was so complicated you immediately hit “uninstall”

In a world where digital interactions reign supreme, a great user experience isn't just a nicety — it's a necessity. 

"AI remains a reflection of us, trained by large language models to react in limited ways to specific situations using human knowledge that humans programmed." says our Director of Analytics and Insights, Aaron Schroeder.

Get the full Customer Service Manager magazine article below.

To be successful in today’s economy, you’ve got to invest in CX. But where should you focus to realize tangible benefits? The conversation, of course! Customers crave conversations that truly exude empathy and anticipate their needs. Our fresh new flipbook covers the power of conversation in the CX journey and much more.

It takes an incredible amount of design and orchestration before, during, and after a conversation between a customer and a brand to ensure that the customer feels known, heard and understood — in other words, for the interaction to be seamless.

For many clients, that desire for effective design and orchestration is where their conversation with us starts.

Our DIY guide to improving your contact center with AI, including how to fix pesky problems without a trip to the home improvement store, is a click away.

Google Cloud Next '23 brought together tech leaders from across the globe, and as a Google CCAI Platform and generative AI launch partner, TTEC Digital was thrilled to join the conversation. This year, the spotlight was firmly on generative artificial intelligence (AI), showcasing its disruptive potential in addressing challenges and transforming industries in increasingly creative ways.

Read more from Marcy Riordan, Head of Data Analytics and Insights, on the blog.

Read more from Karl Phenix, VP, Global Microsoft Strategy & GTM, on the blog.

The State of AI in the Contact Center survey captures how organizations are using AI in the contact center today – including their motivations for adopting AI, their current barriers to entry, and their timeline for becoming an AI-enabled CX operation.

For contact centers of all shapes and sizes, the cloud offers endless potential. To reach this final destination and achieve competitive differentiation, you must successfully navigate through the four levels of cloud maturity. Are you ready to set out on your quest in our Cloud Racers ebook? Good luck! 🎮