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.

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…

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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 experiences, your mind conjures up images of Nordstrom, Four Seasons, American Express, Southwest,…

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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…

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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 and a consistent brand…

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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…

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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 to determine a performance baseline. Optimizing…

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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 Customer Lifetime Value (among…

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February 20, 2017

Robotic Process Automation: Your Engine for Growth in 2017

Enhancing performance, lowering costs and delivering value through process automation The success of any business is dependent upon sound economics. Successful companies are continually seeking opportunities to reduce spend, enhance performance and streamline operations – all while simultaneously delivering industry-best value to their customers. With the emergence of new technologies and our changing geopolitical environment,…

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February 7, 2017

Capitalizing on the Power of Artificial Intelligence to Deliver a Profound Customer Experience

Information is power. We live in an age in which technology is creating amazing new capabilities for businesses to leverage the massive amounts of information Big Data is providing. To remain competitive as data growth continues to explode, companies need to optimize the customer data they are collecting and find additional ways to drive greater…

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January 17, 2017

What is “Customer Experience” and How Do Successful Companies Deliver Against Today’s Expectations?

Products and services have been reduced to a commodity in most industries, in which traditional differentiators such as price and features are no longer the dominant driver of consumer decision-making. Customer Experience has now taken center stage as the holistic approach to creating and managing customer satisfaction. What is Customer Experience? Customer Experience, or CX,…

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November 15, 2016

Why Customer Experience Matters More Than Ever

Consumers have more choices than ever before. Conversely, the rise of social media and other dynamic technology-driven platforms have provided companies unprecedented access to customers and prospects. In today’s hyper-competitive marketplace, one negative outcome or slightly unsatisfactory encounter can lead to a customer experience that, in a single “share” or “tweet” can be shared across…

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August 29, 2016

Successful Contact Center Cloud Migrations

It’s no secret that businesses today either have already significantly migrated to the cloud, are in the middle of a cloud migration, or are developing their cloud strategy. When talking with contact center operational or business executives, I always ask if they have migrated any of their applications to the cloud. If the answer is…

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