The CX Pod Jeff Marcoux

Prior to the pandemic, most companies entered 2020 with modest to high growth goals. How have CEOs’ goals and priorities shifted in today’s new reality? Pete Hayes, CMO and principal at the consulting firm Chief Outsiders, shared insights from a recent survey his company conducted on where CEOs expect their businesses to be 6 months from now.

Digital transformation is a critical business strategy a and companies are looking to leaders to help them transform. In an interview on Regalix TV’s Center Stage show, TTEC Digital President Jonathan Lerner discussed the importance of leadership to to help brands forge ahead with a digital-first approach.

How will healthcare CX evolve in a world that’s been changed by the coronavirus? TTEC’s healthcare CX experts Sheila Curr and Tim Keefe share insights on opportunities for healthcare organizations to better meet their members’ and patients’ needs from a digital-first approach. They also discuss strategies for quickly scaling contact tracing and testing efforts as well as combatting healthcare fraud.

As customer expectations rise, even direct-to-consumer (DTC) brands need to continuously evolve. Kate Nowlan, vice president of experience at DTC apparel company Hylete, weighs in on the future state of customer experience in retail and shares her company’s strategy for staying in touch with the customer.

The collections business unit is vital to the overall experience full of potential for increased revenue if managed with a customer-centric focus. Lester Estonina, TTEC’s executive director in charge of collections, discusses how empathy and compassion during collections interactions have proven to increase promises to pay and result in higher revenue.

Our team visited the 2020 National Retail Federation (NRF) “Big Show” in New York City to report on the latest thought leadership and technology reshaping the retail industry. To create a better picture of what work will look like this decade, we spoke to Rachel Kreuter, a communications specialist at Ceridian, about the company’s recently published “2020 Future of Work” report.