Insights

Insights

Paying our experience forward.

PPT Solutions understands that genuine partnerships are based on trust, integrity and a mutual commitment to one another’s success. They are firmly built on collaboration and insight sharing with a keen focus on achieving better outcomes. We are pleased to share with you industry insights produced by PPT Solutions and subject matter experts across Customer Experience and business communities.

November 5, 2018

The Aging Premises-Based Contact Center and The Cloud

As legacy contact centers age, many believe the premises-based contact center may soon become extinct. The large clunky equipment of a premises-based infrastructure has typically been in place for many years requiring constant maintenance and upgrades. At a time when multi-location contact centers are more common than single-site operations, managing technology for each physical location…

October 2, 2018

AI and the Customer Experience: Past, Present and Future

In recent years, Artificial Intelligence (AI) has reshaped how consumers are interacting with companies and brands. It has become evident that the advantages of this technology will be influential, if not vital, in helping businesses build Customer Experience models that will boost productivity, mitigate customer friction and reduce customer effort. As organizations strategize on their…

April 25, 2018

Bridging the Generational Gap: Millennial vs. Gen Z CX Expectations

As the first generation born in the digital age, major corporations and analysts have spent years decoding the mysterious Millennial consumer. More recently, the Millennial’s younger counterparts known as Generation Z is the newest group of mass-market consumers reshaping how companies approach customer experience design. While both generations share some of the same behaviors and…

January 22, 2018

The Hidden Truth: The Importance of Customer Journey Mapping

Sometimes you don’t know what you don’t know – this is why a Customer Journey Map (CJM) is an essential tool for every business. A CJM illustrates the journey that your customers go through while interacting with your company – whether it be buying a product, employing your services or engaging in online experiences. You…

November 9, 2017

What We Can Learn About Customer Experience: Courtesy of the Transportation Security Administration (TSA)

The three letters “TSA” typically evoke a strong emotion. If you’re like most travelers, the reference likely conjures negative feelings and recollections of missed flights and long wait times. This is quite a different tale. Normally when you think about great customer…

September 27, 2017

Five Omni-Channel Customer Experience Best Practices That Can’t Be Ignored

Omni-Channel Customer Experience, put simply, is the ability of a customer to access your products, services, and departments throughout ANY (“omni” meaning “of all things”) channel they may come across – with a seamless transition from channel to channel. It’s an overwhelming concept at first. How are we going to respond quick enough and manage…

April 25, 2017

Four Ways to Optimize Your Omnichannel Customer Experience Using Technology Solutions

Customer Experience (CX) is the new competitive battleground for business. Whenever and wherever your customers interact with your brand, they have lofty expectations of a seamless experience across all channels. Whether speaking to an agent on the phone, making an online purchase or using a mobile application, they expect great service…

April 11, 2017

Cloud Versus On-Premise Contact Center Solutions

Companies have many technology choices when it comes to contact centers. Most businesses have some understanding of the benefits of cloud solutions – they are operational-friendly, highly flexible, reliable, scalable, and most importantly, cost efficient. However, when comparing cloud versus on premise contact center solutions, monetizing the cost savings and making a selection that precisely…

March 21, 2017

Critical Metrics to Consider When Measuring Your Customer Experience

Companies and brands that have embraced a philosophy of continuously improving Customer Experience (CX) are leading the way in every sector of the marketplace. The CX landscape is constantly changing and evolving. To ensure you’re adapting and meeting your ongoing ROI efforts, it’s critical you establish the appropriate metrics…

March 7, 2017

Four Ways to Enhance Your Customer Experience and Improve Your Financial Outcomes

Companies delivering industry-leading customer experiences are winning the fight for consumer’s hearts, minds and wallets. While doing so, they are also reaping the benefits of enhanced Customer Satisfaction (CSAT), increasing Customer Experience Scores and, most importantly, improving financial outcomes. It’s a simple fact. Increased CSAT, enhanced Customer Retention and a greater…

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