The Customer Contact Blog
A collection of expert insights and event news to help you accelerate growth.
FEATURED
The Biggest Lie We Tell Our Customers
“We will use your feedback to improve future experiences.” It is a phrase we have all seen at the end of customer surveys, splashed across landing pages, or embedded in transactional emails. It is a promise—a commitment to listen, learn, and act. But if we are being...
Empowering Women in CX: Leadership Alliance Workshop Returns to Frost & Sullivan’s 21st Annual Customer Contact West
Customer contact leader extraordinaire Natalie Beckerman, who has run top tier, large scale operations while driving transformation and change throughout her career, will be returning to lead another CX Women’s Leadership Alliance Workshop at Customer Contact West: A...
BROWSE RECENT POSTS
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)....
Navigating the AI Maze: How to Confidently Make AI Decisions for Your Business
In today’s technology landscape, artificial intelligence (AI) promises everything from streamlined operations to enhanced customer experiences....
Executive Insight Video: Are Your Digital Support Technologies Helping or Hindering Your Customer’s Experience?
The Top 5 Takeaways from Customer Experience 2024
Remember the fundamentals, solve your customer’s problems and other essential insights Last month, customer contact leaders from around the country...
GenAI: The Next Step
The public launch of OpenAI’s ChatGPT in November 2022 marked a significant milestone in the development of generative AI technologies. These...
Transforming Expectations: The Influence of Generational Dynamics
As society continues to evolve, business leaders are focusing significant attention on the expectations of Generation Z and millennials—both as...
Competing on Employee Experience
Introduction Namrata Rathore, Assistant Vice President of Orlando Health Medical Group recently led a virtual event for Frost & Sullivan’s...
Growth Opportunities in Global Contact Center Solutions: Embracing Disruptive Technologies and Strategic Alignment to Enhance Customer Experience
It Comes Down to Empathetic Communication and Human Connection
Darren Stavely, a 20-year financial services industry veteran who is obsessed with customer experience and solving big problems, passionately...
Your First 100 Days as a CX Leader
Congratulations! You’ve become the leader of a customer experience (CX) organization. Exciting times, right? When I first started leading CX teams,...
Building Vibrant Voice-of-the-Customer Programs
What is the Voice of Customer (VoC)? When your customers speak… do you listen? And do you listen even when they don’t speak? In order to be...
Executive Brief: Leveraging Evolving Technologies
Customer Engagement Leadership Council member Aini Ali recently led a virtual member event on the topic of Leveraging Evolving Technologies. Read on...
Elevating Customer Experience: The Strategic Imperative for Contact Center Leaders
The landscape of customer experience (CX) is evolving rapidly and contact center leaders are tasked with managing a dynamic environment where...
CX Transformation Primer: 7 Tips for Continued Success
Customer experience transformation is happening whether organizations are ready for it or not. The longer a business waits, the wider the gap will...
Boss Mode: Level Up Your Leadership Skills
Leadership skills and gaming tactics might seem like two disparate realms, but a closer examination reveals profound synergies. By adopting...
Leveraging Evolving Technologies
Insights from a Virtual Event moderated by Aini Ali Customer Engagement Leadership Council member Aini Ali recently led a virtual member event on...
Delivering Excellent Customer Experiences by Taking Care of Your Agents
Employee Engagement Boosts Customer Loyalty With contact center employees being the first point of contact with customers, organizations are...
How to Be a Battery Charger
Are You a Battery Drainer or a Battery Charger? We all have amazing opportunities to be someone's power bank in any given situation. Sometimes the...
Reimagining CX with Generative AI: Transforming Service into a Strategic Revenue Driver
Introduction What's at the heart of the disruption of the customer experience function that we’re now witnessing? The resounding answer is...
How Call Center Gamification Improves Agent Productivity
What is call center gamification? In the dynamic landscape of customer service, the pivotal role of contact center agents cannot be overstated....
Feedback is a Gift: Unwrapping Opportunities in Negative Responses
Part 1: The Sinking Feeling That sinking feeling after receiving scathing criticism of your creation – we've all been there. Suddenly, the hours you...