The Customer Contact Blog
A collection of expert insights and event news to help you accelerate growth.
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EXECUTIVE INTERVIEWS
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 team deal with, while still being able to adjust your CX strategy and...
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 content. Diverse and timely insights were presented live by a select...
BROWSE RECENT POSTS
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...
The B2B Customer Has High Expectations: How Can You Meet Them?
By Juntae DeLane Senior Digital Brand Manager University of Southern California Founder, Digital Branding Institute There are big differences between B2B (business-to-business) and B2C...
3 Compelling Reasons to Join the Customer Engagement Leadership Council
1. The Council is supported by a growth strategy company fifty years strong The Customer Engagement Leadership Council is underpinned by Frost & Sullivan, a growth partnership company that has...
AGILENT CASE STUDY: Creating a Successful Online Community
Agilent Technologies, a global leader in instruments, software, services, solutions for life sciences, diagnostics and applied chemical markets, recently received the Big Kahuna Award for Excellence...
EXECUTIVE INSIGHT: Mapping Root Cause for Proactive Solutions
In this preview piece from the upcoming Customer Contact West: A Frost & Sullivan Executive MindXchange Chronicles eBook, Aisha Ponds shares key insights and outlines a process to help...
