The Customer Contact Blog
A collection of expert insights and event news to help you accelerate growth.
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Customer Inspired Innovation (CII): From Insight to Impact and Sustainable Growth
In an era where markets shift quickly and technologies evolve even faster, one capability continues to distinguish industry leaders from the rest: customer‑inspired innovation. While features, products, and even business models can be replicated, the ability to deeply...
Precision CX: Investing for Maximum Impact
Do you truly know and understand your role? Are your priorities aligned with your strategy? Are you investing in the right solutions and technology? Think again! In this session summary from his presentation at the 21st Annual Customer Contact West: A Frost &...
BROWSE RECENT POSTS
Customer Survey Lessons
I have been called a glutton for punishment because I call a contact center every day of my career. No way. The lessons I've learned calling other...
2018 CC Awards Big Kahuna Winners Announced
Microsoft, Albridge and Dollar Shave among others honored as CC Awards “Big Kahuna” winners at the 14th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange for excellence in customer experience.
Reinforcing personalization: putting automation and AI to work
Leveraging the right blend of human touch and automation can help deliver effective, personalized customer experiences. While IBM predicts that 85%...
The benefits and risks of channel pivoting
Knowing where to best communicate with your customers is essential in running a successful business. But keeping up can be difficult given customers...
Bridging the Omnichannel Gap for Customer Communications
Communication is evolving. It is no longer enough to interact with customers through voice and email. Today’s customers are turning to alternate...
Meeting expectations at the right channels
Meeting expectations at the right channels Key findings about customer expectations and preferred communication channels Customers want frictionless...
All I Need to Know I Learned in Real Time
What do you do when you want to learn how to change your car wiper blades or say “hello” in sign language? We’d bet that you do a search on YouTube,...
‘No Ledge’ To Stand On: 4 Ways to Balance Knowledge Management without Falling over the Edge!
Knowledge management is experiencing a transition – and it is all about balance. The traditional knowledge infrastructure that pushed content from...
The Equation for Engaged Employees: Gamification, Bots, Machine Learning and Human Intellect
It’s amazing how often I am asked, “What’s the secret sauce?” or, “What is the silver bullet?” when it relates to creating a culture of positive,...
2018 CC Awards Program Winners Announced
Microsoft, Mastercard and Dollar Shave among high achievers to be recognized at the 14th Annual Customer Contact West: A Frost & Sullivan...
Starting with Superior Customer Service
Despite all the advancements that have been made in technology to enhance customer experience, one thing remains the same – a personal touch to...
How Siri-like Virtual Assistants Have Taken Hold of the Call Center
Amid all of the buzz surrounding chat, text, and social media in customer service, voice has reemerged as the preferred method of communication for...
How AI Automation Has Changed Customer Service Operations
As a lifelong customer service professional, you’ve watched the customer service function change from necessary evil to cornerstone of business...
How Automation is Transforming the Workplace
The story of automation and job loss is a familiar one – and it’s one we’ve all heard before. The belief that automation would lead to unemployment...
What Is a Customer Experience Strategy?
Nicolle Paradise Senior Director...
The True Measure of Customer Experience Comes from the Customer
The future of Customer Experience is ambient. As an organisation, the thinking culture must be: How do we make our customers lives easier and easier...
Beyond Chatbots
Henry Ford was a late-bloomer - he only started his rounds of innovation and visioning the future of gasoline-powered vehicles when he was 33, a...
Customer Feedback Has Changed, Are You Ready to Listen?
It’s hard to say exactly when or how it happened, but the phrase “Voice of the Customer” (VoC) has become nearly synonymous with the process of...
Measuring the Impact of Customer Self-Service Options
In recent history, consumers viewed self-service as a negative. Today, it’s a must to provide a variety of options for customers to communicate or...
Summary of the 12th Annual Customer Contact Europe: A Frost and Sullivan Executive MindXchange, in Dublin, Ireland, June, 2018
Introduction The 12th Annual Customer Contact Europe: A Frost and Sullivan Executive MindXchange (at Clontarf Castle in Dublin) brought together a...
How to Implement Your Customer Experience Strategy
Making your CX strategy real by engaging and energizing the people you need on your side. A strategy only shines in execution. For your...
Ready to Craft Your CX Strategy? Then Listen, Measure, and Empower
Compiling and analyzing data from multiple customer touch points, based on company-set metrics, will provide a dynamic and actionable way of...
Safelite’s Journey to Customer Excellence: Transforming Business by Being Purpose Driven
Key Takeaways from the 14th Annual Customer Contact East: A Frost & Sullivan Executive MindXchange
It was a true pleasure wrapping up three days of learning and fun with three insightful and engaging panelists – Terry Blankenship, Associate Vice...
Maryland’s Customer Service Promise Delivers
When Maryland Governor Larry Hogan implemented his statewide “Customer Service Initiative,” the messaging was all about the customer. He had...
Listening To Your Customers Is Like Growing Up
Over the past years, I have worked with many clients around the globe implementing powerful voice of the customer (VoC) programs. One of the most...
Self-Assessment Requirements for Contact Center Interaction Analytics
Contact Centers are at the heart and core of any organization. They are the perfect vehicle for the business to understand what their customers...
In Pursuit of an Excellent Customer Experience
There’s no doubt about it, for today’s customer experience professional, the current shiny objects in the room are called Machine Learning and...
Customer Preference – It’s Personal
I’ve been reading a lot recently about the importance of contact centers learning and understanding customer preference. According to industry...
What is Hyper-Personalization and Why Is It a Key Customer Experience Component?
With service now the biggest competitive differentiator, it’s no longer enough to provide efficient, or even tailored service. Today’s customers...
