The Customer Contact Blog

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

CASE STUDY: Determining Strategic Priorities and Tech Investments for Measurable ROI

by Pamela Fusting | October 19, 2026 | CC, CCS, CCW, CX Blog | 0 Comments

Abstract Executive expectations for AI deployment continue to rise, and stakeholders increasingly want clear proof of return on investment. Yet many organizations face a measurement gap: traditional KPIs often fail to capture the full value of AI-enabled service delivery, especially when performance improvements extend beyond speed and...

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Building Products that Matter to the Customer

Jul 15, 2026 | CC, CCE, CCS, CCW, CX Blog, Uncategorized

Company A built an extremely sophisticated, technically flawless platform and launched it with much fanfare. The president sent congratulatory notes, and the teams went out for happy hour. Two months later the customer experience metrics either stayed stationery or...

The Missing Layer in Customer Contact Transformation: Metacognitive Energy

Jul 15, 2026 | CC, CCE, CCS, CCW, CX Blog

Today’s customer contact leaders are operating in one of the most complex environments in modern business. They are being asked to improve customer experience, reduce costs, deploy AI, increase agent productivity, protect brand trust, and lead teams through constant...