The Customer Contact Blog
A collection of expert insights and event news to help you accelerate growth.
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EXECUTIVE INTERVIEWS
The Returns from Investing In your Customer Experience
Adapted from DoingCXRight.com
By Stacy Sherman Customer Experience Strategist and Practitioner Over the years, we often hear “The customer is always right.” While “always” may not really be the case, companies are going out of their way to please customers to fuel business growth. This is...
BROWSE RECENT POSTS
The Returns from Investing In your Customer Experience
Adapted from DoingCXRight.com
By Stacy Sherman Customer Experience Strategist and Practitioner Over the years, we often hear “The customer is always right.” While “always” may not really be the case, companies are going out of...
Webinar on Demand
Customer Story: Maximize Human Capital to Increase Loyalty and Profitability
5 Things Teams Can Do To Help Each Other Thrive While Working From Home
From a teamwork expert who has helped everyone from Google to the Oakland A’s
By Mike Robbins Motivational Speaker and Author Mike Robbins, LLC The coronavirus has had a significant impact on the world, the economy, and just about every aspect of our day-to-day lives. For...
Get ready for Customer Contact VIRTUAL: A Frost & Sullivan Executive MindXchange Coming 9/22-9/24
Frost & Sullivan is thrilled to present our first Customer Contact VIRTUAL event. We’ve brought a growth mindset to our previously in-person Customer Contact Executive MindXchange, re-sizing,...
The Road to Empathy
By Millie Gillon Global Head of Client Experience and Managing Director Standard Chartered Bank You can teach technical skills, but you can’t give someone a heart. It’s easy to say, “Hire for...
Webinar Week Presentation: Adjusting Your CX Strategy in the Midst of COVID-19
In this webinar you will learn how to be nimble and still deliver your CX strategy as we face the COVID-19 pandemic. Specifically, we will discuss how to face the current challenges you and your...
Customer Contact Webinar Week: Essential Take-Aways
With the current health crisis creating unprecedented challenges, Frost & Sullivan recently created a Customer Contact Webinar series comprised of a week’s worth of virtual customer contact...
Essential Skills for CX Leaders
The work of the customer experience leader is infinitely complex. We must be capable of telling compelling stories through a combination of the empirical and the theoretical, be fluent in the...
Five Tips to Make your Customer Experience Team Ready for Growth
Since 2012, Drizly has worked to build the nation’s first and largest alcohol e-commerce marketplace and delivery platform. After a months-long period of record breaking growth, we wanted to share...
Q&A with John Broderick, Chief Executive Officer, Cicero, Inc.
A Customer Engagement Leadership Council Member
We recently caught up with John Broderick, who has held the title of Chief Executive Officer of Cicero Inc., for the last fifteen years. Cicero is a noted contact center and back-office enterprise...
Strategic Boardroom: Meeting the Unique Challenges of the Enterprise Contact Center
Today’s contact centers are complex, with many stakeholders, many opinions, and many objectives. Read on for key insights from an interactive session conducted at the 15th Anniversary Customer...
SUCCESS STORY: Hiring for Staying Power and Brand Fit
Contact Center employees directly reflect your business and are instrumental in the success of your brand. Are you having challenges with finding the best talent? Do you feel like your employees...