Areas of focus reflect current industry challenges and opportunities

Frost & Sullivan’s Customer Engagement Leadership Council, a member-driven, business leadership network for senior-level executives in the customer experience, customer care and contact center industries, recently announced the six Critical Issues of focus for members in 2023. Voted on by the membership and highlighting current industry challenges and areas of opportunity, they will shape and guide discussions, programming and events in the coming year:

  1. Navigating the Workforce of the Future
  • Transforming staffing strategy for virtual environments: Hiring, onboarding, training, engagement, career path, and retention
  • Prioritizing technology to better cultivate and enable a high-performing workforce
  • Developing a new employee experience for the modern workforce
  1. Personalizing the Customer Experience
  • Equipping and empowering the agent to personalize the customer experience
  • Journey mapping – customer centric right channeling
  • Building an inclusive customer segmentation model
  1. Leadership in an Evolving Contact Center Ecosystem
  • Marketing and branding the contact center to ensure it is indispensable to the entire organization
  • Creating cross-functional partnerships
  • Demonstrating the contact center’s value to broader strategic goals: Sales, loyalty, and retention
  1. Uncovering the Data Analytics that Matter
  • Leveraging the internal value of data for more effective decision-making
  • Quickly anticipating trends and technology shifts using predictive intelligence
  • Measuring employee satisfaction and employee NPS (eNPS)
  1. Enabling First-Class Self-Serve
  • Facilitating customer adoption of self-service capabilities and driving self-service utilization
  • Balancing self-serve with live agents
  • Ensuring seamless first contact resolution in self-serve
  1. The Evolution of Digitalization
  • Leveraging automation opportunities in the contact center
  • Strategies to simplify the agent desktop and minimize customer friction
  • Integrating multiple platforms and vendors across the multichannel experience

As virtual and hybrid work arrangements continue and digital acceleration reshapes the very nature of customer contact and engagement, it’s critical to stay connected to the latest learnings and trends. Joining the Customer Engagement Leadership Council is a great way to connect with a network of people explore new places, and discover what peers are planning and experiencing. Membership offers countless opportunities to explore best practices and lessons learned. The investment can bring both tangible and intangible value and progress to thought leaders and their organizations.

With numerous ongoing virtual events led by industry experts, site tours hosted by leading companies and timely in-person events, now is the right time to join the Customer Engagement Leadership Council.  Member programming for 2023 will include:

  • Virtual Monthly Roundtables on the 2023 Critical Issues, plus Virtual Events on Leadership, Metrics, Executive Coaching Clinics and more
  • 19th Annual Customer Contact East: A Frost & Sullivan Executive MindXchange, 4/23 – 4/26 at the Marriott Harbor Beach Resort & Spa, Fort Lauderdale, Florida
  • 3rd Annual Customer Experience Ecosystem: A Frost & Sullivan Executive MindXchange, 7/17 – 7/19, at the Loews Vanderbilt Hotel, Nashville Tennessee

Membership brings a full year of touchpoints for members to create value together, capped off by an Annual Meeting where the Critical Issues are discussed and refined. Click here to learn more or apply for membership today.

About the Customer Engagement Leadership Council

The Customer Engagement Leadership Council, a Frost & Sullivan Professional Development Community, is the world’s foremost member-driven, global business leadership network for senior-level executives in customer experience, marketing, and customer care. The Council enables business leaders to deepen customer engagement by focusing on the intersection of critical business and technology issues that will drive growth for themselves and their organizations.