The Customer Contact Blog
A collection of expert insights and event news to help you accelerate growth.
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Your Customer eXperience Is Only as Strong as Your Weakest Partner
When a Partner Missteps, Your Brand Pays the Price Picture this: a customer uses your platform, redeems loyalty points, and expects a high-quality, reliable experience. But then something goes wrong. They receive cancellation notices, vague support responses, and no...
HEADLINER VIDEO – Maximizing Value through Balanced Service Interactions
Headliner Video – Presented by Nate Brown Head of CX Advisory Metrics Sherpa
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Your Customer eXperience Is Only as Strong as Your Weakest Partner
When a Partner Missteps, Your Brand Pays the Price Picture this: a customer uses your platform, redeems loyalty points, and expects a high-quality,...
HEADLINER VIDEO – Maximizing Value through Balanced Service Interactions
Headliner Video – Presented by Nate Brown Head of CX Advisory Metrics Sherpa
Master the Art of Executive Storytelling: From Analytics to Influence
In her Capstone presentation at the 21st Annual Customer Contact West: A Frost & Sullivan Executive MindXchange, Alisha Hightower discussed how...
Headliner Video – Raising the Bar: Delivering Preemptive Customer Service
Headliner Video – Presented by Dan Gamber, Director of Experiences, Bridgestone Retail Operations, LLC
Elevating Customer Experience Through Strategic Innovation
Key Takeaways from the 21st Annual Customer Contact West: A Frost & Sullivan Executive MindXchange At Frost & Sullivan’s 21st Annual...
Staying Agile Amid Disruption: Lead from Your CORE to Turn Uncertainty into Advantage
Change is constant, and disruption rarely gives a heads-up. When everything is shifting (markets, customers, teams) how do leaders keep people...
The Impact of the Digital Age on Customer Service
AI Takes the Stage In recent years, customer service has undergone an unprecedented transformation driven by digitalization and, especially, by the...
What AI Brings to the Future of Customer Experience: Using Agentic AI, Embedded Security, and Next-Gen Knowledge Management to Drive Brand Loyalty
This blog is based on our analysis, AI Orchestration in CX – Powering Innovation & Transformation authored by Frost & Sullivan’s growth...
Breaking the Burnout Cycle in Customer Service Teams
According to a recent 2025 Business Education article, job burnout in customer service teams has reached an all-time high of 66%. I feel this...
The Psychology of CX 101: Master the Hidden Drivers of Customer Behavior
A conversation with Mark Levy, Author and Head of Consumer Product and Customer Experience at Frontier Communications Frost & Sullivan recently...
Coaching for Success: Hybrid and Remote Contact Centers
The customer experience landscape is in the midst of a profound shift. Hybrid and remote contact centers are no longer temporary responses to a...
EXECUTIVE BULLETIN – Raising the CX Bar with a Unified Data and Analytics Strategy
Succeeding in a New Age of Digitally Powered Customer Interaction was the theme of Customer Experience 2025: A Frost & Sullivan Executive...
The Biggest Lie We Tell Our Customers
“We will use your feedback to improve future experiences.” It is a phrase we have all seen at the end of customer surveys, splashed across landing...
Empowering Women in CX: Leadership Alliance Workshop Returns to Frost & Sullivan’s 21st Annual Customer Contact West
Customer contact leader extraordinaire Natalie Beckerman, who has run top tier, large scale operations while driving transformation and change...
Mastering Resilience: How to Become a Resilient Leader
A resilient leader is someone who not only survives adversity but thrives in it, leading their teams with confidence and clarity. This article will...
Customer Experience 2025: A Frost & Sullivan Executive MindXchange – Key Take-Aways
Elevating CX Requires Alignment of ALL Stakeholders, Including Customers Introduction At Customer Experience 2025, held in LA recently, Frost...
HEADLINER VIDEO – Unified Vision: Building a CX Strategy Supporting Strategic and Tactical Decision Making
Presentation by Maribeth Duggins Director, Customer Insights McKesson
AI and the Content Creator: Evolution, not Extinction
Content creators often approach AI with concern. Will the new technology put us out of a job? Is the pursuit of greatness in customer experiences...
Headliners, Highlights and How-To’s from the 21st Annual Customer Contact East: A Frost & Sullivan Executive MindXchange
Participants at the 21st Annual Customer Contact East: A Frost & Sullivan Executive MindXchange in Fort Lauderdale benefited from a wealth of...
KEYNOTE VIDEO – Technology Enablement for Personalized and Predictive Services
Presentation by Anindya Sundar Das Senior Director, Head of Global Service Design Uber
Still Measuring Customer Satisfaction? That Might Be the Problem
Imagine: You go out to dinner. The table’s clean. The food arrives on time. The service is polite. Nothing goes wrong. Later, someone asks, “How was...
Q&A with Natalie, Beckerman, Global Head, Customer Support Operations, IHG Hotels & Resorts
From the Frontlines to the Strategy Room: Beckerman’s Playbook for CX Success Frost & Sullivan recently chatted with customer contact leader...
The Brand is the Experience — Not the Ad
A Call for Marketing and CX Leaders to Deliver on the Promise, Not Just the Pitch Let’s rewind for a second. Do you remember when “false...
Tellerless Branches: Improving CX through Digital Transformation
Presented by David Eldred Chief Experience Officer Solarity Credit Union
HEADLINER VIDEO – Leadership Transitions: Growing and Developing Your Rising Stars
Presented by Bobby Thompson Director of Operations Beazer Homes
Harnessing Data and Analytics for Strategic Advantage
Essential Takeaways from a Presentation by Melinda Ellsworth, Senior Director, Customer Experience, Watkins Wellness Introduction Customer...
CX Leaders Navigate Disruption in a New Era of Customer Contact
2025’s Customer Contact East: A Frost & Sullivan Executive MindXchange provided valuable insights into navigating the evolving customer...
Fueling Decision-Making with Data
Presentation by Michael Wireko Vice President, Customer Care Grubhub
How AI Will Transform—Not Replace—Your CX Role
Every day, AI gets a little better at stuff we used to think only humans could do. It analyzes customer feedback, predicts behavior, and...
The Customer Experience Oversight: Why Your Hiring Process Is More Critical Than You Realize
The Hidden Cost of Your Hiring Process: Your Customers You’ve invested millions in customer experience (CX). Fancy software. Slick interfaces....