The Customer Contact Blog
A collection of expert insights and event news to help you accelerate growth.
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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,...
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...
BROWSE RECENT POSTS
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....
AI Integration and Strategy: Proactively Planning for Smooth AI Deployment
Members of Frost & Sullivan’s Customer Engagement Leadership Council recently participated in a group discussion designed to generate ideas and...
Go and See the Work: Making the Invisible Visible
It was fall, and I had just been hired to lead community outreach and patient engagement for an organization centered on serving patients with...
The Evolution (or Destruction) of Customer Experience
The field of Customer Experience (CX) is undergoing radical transformations. The digital age, characterized by rapid technological advancements and...
Show Me the Money – A Step-by-Step Guide
Last month, I broke down why proving CX ROI is such a struggle. I’ve been there—knowing the work delivers real value but watching leadership shrug...
Numbers are Not Enough: How to Tell a Story with Data
Guidelines for gaining corporate buy-in and making ideas stick I’ve presented a lot of data. Data that made perfect sense to me and data that told...
ASK THE EXPERTS! Panel Discussion – Do This, Not That: How We’re Using AI and How It’s Working Out
Moderator Cippy Seidler, Director, Consumer Care Center, Banner Health Panelists Heather Arthur, Vice President, Canada Contact Centres, Scotiabank...
HEADLINER VIDEO – How Did I Get Here in the First Place? Remembering Your Customer Passion and Purpose
INSIGHTS AND IDEAS ROUNDUP – The Great Take-Away: Implementing the Best, Brightest and Boldest Ideas from the 20th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange
Participants at each Customer Contact Executive MindXchange come away with a wealth of key learnings, but it can be a challenge to take it all in....
Show Me the Money: Proving ROI from Your CX Initiatives
You know the drill. Someone in leadership leans in, raises an eyebrow, and hits you with the classic: “What’s the ROI of this?” And if you’re in CX,...
Unlocking Growth with AI-Powered Customer Experience
Leveraging 2024’s CX Innovations to Create a Winning Strategy for 2025 Introduction In a rapidly evolving digital landscape, AI-powered customer...
Redefining Luxury in the Modern Contact Center Environment
In today's competitive market, the concept of luxury extends beyond premium products and exclusive services. It encompasses exceptional customer...
How To Prioritize and Compartmentalize for Work Success and Life Satisfaction
What’s the difference between prioritization and compartmentalization? One entails putting things in order while the other means putting them into...
Valuable Insights from the 20th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange
Introduction Newsflash! This year’s 20th Anniversary Annual Contact West: A Frost & Sullivan Executive MindXchange, was recently held at the JW...
Contact Center Solutions Outlook for 2024
During the COVID-19 pandemic, the Customer Experience (CX) industry saw a significant shift with the adoption of work-at-home (WAH) models and...
Meeting Evolving Customer Expectations
Regardless of industry —finance, insurance, technology, or healthcare -- CX-related challenges that we face are remarkably similar. One challenge...
The Role of Leadership in Fostering a Customer-Centric Contact Center
Creating a customer-centric culture in contact centers requires more than just good intentions; it demands a strategic shift and unwavering...
From Cost Center to Value Center: The 5 A’s of Successful Customer Engagement
The state of customer engagement is in crisis. Veteran Tech Crunch reporter Ron Miller declared 2022 "the year customer experience died," reflecting...
EXECUTIVE BRIEF – Leveraging Emerging Technologies: Optimizing Automation, AI, and ChatGPT
In a recent brainstorm roundtable for Frost & Sullivan’s Customer Engagement Leadership Council, Mariano Gutierrez focused on the critical...
Crowdsourcing Tactical Solutions to Top Customer Contact Challenges
Participants at Frost & Sullivan’s recent Customer Experience 2024 event in Orlando, Florida, learned from thought leaders from Marriott...
From Smart Phones to Smart Things, from Apps to AI: Q & A with Christina “CK” Kerley Keynoter, Futurist & Instructor – Rutgers Business School
Frost & Sullivan recently caught up with noted Keynote Speaker and Futurist Christina “CK” Kerley, who will be the opening headliner at the 20th...
Delighting Clients is Stupid
I believe companies absolutely must provide a great customer experience (which should come as some relief to the people who pay me to help do that)....