The Customer Contact Blog

A collection of expert insights and event news to help you accelerate growth.

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 extraordinaire Natalie Beckerman. Natalie has run top tier, large scale operations driving transformation and change, leading strategy and delivering service excellence across the globe. Natalie was...

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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 advertising” meant a brand made misleading product claims or used bait-and-switch tactics? Today, it’s not just about what was...

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