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1to1 Media is a publisher of customer-centric content that assists businesses in their personalized marketing & crm efforts.

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Podcast: Bank of America balances AI with CX
Sep 22, 2026 · original
Recorded live at Customer Contact Week earlier this summer, Cara Rosner of the Customer Strategist Journal sits down with Andrew Santoro of Bank of America to discuss how a regulated industry leader balances brand reputation with innovation. They explore AI’s impact on agent roles, the human-in-the-loop philosophy, and how Bank of America’s Erica virtual assistant creates seamless handoffs between AI and associates to deliver a more personalized client experience. Click on the image to listen to the full episode on Soundcloud. TRANSCRIPT: Cara Rosner: Welcome to the CXpod. I am Cara Rosner from the Customer Strategist Journal, and as you can see, we are here at CCW in Las Vegas. I’m excited to be talking to Andrew Santoro from Bank of America. Thanks so much for driving me. Appreciate it. Nice to meet you as well. So I wanted to talk a little bit about evolving customer expectations. Ban
Best contact center outsourcing for customer experience in 2026
Aug 25, 2026 · original
Customer experience (CX) has quietly become the single most defensible competitive advantage a company can hold in 2026. Product features get copied, pricing gets undercut, and marketing campaigns expire — but the way a brand makes people feel when something goes wrong is remarkably hard for rivals to replicate. That’s why the choice of a contact center outsourcing partner has grown into a decision that reaches far beyond the call center floor. The right partner becomes an extension of your brand, a steward of your customer relationships, and increasingly, a laboratory for how emerging technology like generative AI can make every interaction more personal rather than less. The wrong partner, by contrast, can erode years of brand equity in a matter of weeks. What to look for in a great contact center outsourcing partner The first thing to evaluate is whether a provider can represent your
The EV race will be won through experience
Aug 11, 2026 · original
Electric vehicles have captured consumer attention, but attention does not guarantee adoption. As product capabilities become increasingly comparable, the quality of the customer journey becomes the differentiator. Brands that simplify discovery, education, and ownership will be best positioned to turn interest into action. Experts from TTEC and Percepta dove into this topic during the recent webinar, “The EV adoption gap is a CX problem.” Jamie Goldberg, Percepta’s senior vice president of business development and customer success; Omar Riahi, Percepta’s electric vehicle optimization specialist; and Isobelle Farrell, TTEC’s executive director of customer success broke down what’s preventing some consumers from taking the EV leap. The barriers are real, and regional Adoption friction looks different depending on where you sit. In Europe, for instance, 60% of public charging facilities ar
Navigate the high-stakes shift from legacy tech to AI
Jul 20, 2026 · original
“AI is going to transform customer experience (CX).” This is what the industry keeps telling CX leaders. Unfortunately, many of them are getting stuck at the same dead end: infrastructure made for a different era. For contact centers built on decades of legacy infrastructure and custom integrations, the promise of AI has collided with architectural reality, creating a widening gap between what CX leaders are being asked to deliver and what their systems can realistically support. Many customers now interact with AI-supported experiences on a daily basis, and those experiences are quickly leading to an expectation for the same efficient, self-service experiences everywhere and with everyone. Meanwhile, the C-suite sees headlines about AI reducing costs and improving efficiency, and they expect their CX leaders to achieve the same results. Here’s the complicated truth for CX leaders: repla
The best CX outsourcers for healthcare in 2026
Jul 10, 2026 · original
Healthcare has always been a high-stakes industry, but the expectations patients and members place on the organizations that serve them have never been higher. In an era defined by consumerism, digital transformation, and increasingly complex regulatory demands, the ability to deliver seamless, compassionate, and compliant customer experiences has become a genuine competitive differentiator — not just for health plans and hospital systems, but for every organization operating at the intersection of care and commerce. The challenge, of course, is that delivering exceptional customer experience (CX) in healthcare is extraordinarily difficult. Unlike retail or financial services, healthcare CX carries profound human consequences. A confused Medicare beneficiary who can’t navigate their plan’s benefits may delay care. A patient unable to reach their provider after a procedure may end up in t
At CCW, the human side of AI was a headliner
Jul 6, 2026 · original
For all the talk about AI at the recent Customer Contact Week (and it was everywhere ), many discussions homed in on the human element of customer experience. Striking the right balance of humans and technology in the contact center, associates’ evolving roles in the AI age, empathy in CX, and the need for tech investments to be customer-centric were all hot topics at the Las Vegas event. CCW took place June 22-25 and drew an estimated 5,000 attendees. A lot of sessions focused on AI – how best to deploy agentic AI, how to foster an environment of innovation, how to build trust in AI among associates and customers – but many CX leaders also were eager to discuss humans’ role in delivering great experiences. The consensus was clear: AI isn’t replacing humans in CX but it’s drastically changing their jobs, and brands still have some work to do in finding the right partnership between the t
The best BPOs for CX transformation in 2026
Jun 25, 2026 · original
Outsourcing customer experience (CX) through business process outsourcing (BPO) used to be a fairly transactional decision. Companies chose a vendor based on price per seat, geographic availability, and the ability to handle call volume. That calculus has changed dramatically. Today, the best BPO relationships are strategic partnerships — and selecting the wrong outsourcing partner can mean stalled digital initiatives, unmet customer expectations, inconsistent outcomes, and a technology investment that never pays off. Brands must be able to separate a true CX transformation partner from a vendor that’s simply along for the ride. What to look for in a BPO for CX and contact center optimization A genuine technology roadmap, not just licensed tools. The BPO market is full of companies that purchase third-party platforms, rebrand them, and present them as proprietary capabilities. When evalu
The state of CX: A new era needs new rules
Jun 23, 2026 · original
By Vineet K. Singh, Director of Corporate Strategy, TTEC The goalposts have moved again. What delighted customers five years ago barely registers today. What used to differentiate brands as customer experience (CX) leaders has quietly become the baseline expectation. CX experts have been noticing this trend of nice-to-haves becoming non-negotiable for a while, but suddenly the pace of this shift is accelerating. Customers want more, they want it faster, and they are much less forgiving when brands fall short. What does this mean for organizations? Rising customer expectations are no longer just a strategic challenge; they’re a serious threat to brand reputation and profitability. TTEC research shows that what we used to call “trends” are now the bare minimum. But the rules for winning have changed. They now include: Personalization requires “social permission.” Emailing customers by thei
The best contact center outsourcing companies for banking and financial services
Jun 8, 2026 · original
The stakes have never been higher in financial services customer experience (CX). Customers expect their bank, credit union, insurance provider, or fintech platform to resolve customer inquiries and complex issues instantly, communicate across every channel with consistent customer service and omnichannel support, and do it all while maintaining ironclad compliance. A data breach, a botched call, or a single compliance misstep can cost millions in regulatory fines and — far more painfully — erode years of hard-won customer trust. Selecting the right contact center outsourcing partner for banking and financial services isn’t just a procurement decision. It’s a strategic one. The best partners bring more than seats and headcount; they bring industry-specific expertise, purpose-built technology, compliance frameworks, and a measurable commitment to service quality and business outcomes. Pur
Report: How AI is elevating the airline passenger experience
Jun 2, 2026 · original
From the Editors of Customer Strategist Journal Sponsored by TTEC and Microsoft Get the report today The airline passenger experience has become digital, data-rich, and deeply automated — and airlines are racing to meet that reality. Leading carriers are deploying AI across the full customer journey: machine learning to personalize recommendations and predict delays, dynamic rebooking systems to protect tight connections, real-time translation to break down language barriers, and virtual assistants to handle high volumes of routine inquiries before they ever reach a human associate. AI is optimizing gate assignments, streamlining baggage tracking from check-in to carousel, and pushing real-time travel updates directly to passengers’ hands. Yet even as adoption accelerates, a paradox is taking shape at the heart of this transformation. Passengers may be embracing biometric boarding and AI

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