The Customer Contact Blog
A collection of expert insights and event news to help you accelerate growth.
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One from Lili’s book, my first manager ever. Work CAN be fun.
It was the mid-'90s, and my mother, after seeing me glued to my PC for the hundredth time, said something that changed my life forever: “You spend so much time in front of that thing, you might as well try to make some money out of it.” LinkedIn didn’t exist back...
How to Lead Through the Next Decade: Managing Constant Change Fatigue and Change Saturation
The 2025 World Economic Forum's Global Risks Report1 says we’ve entered an era of “polycrisis.” This occurs when crises, from geopolitical conflict to economic instability to climate disruption, converge and compound, creating cascading risks that are harder to manage...
BROWSE RECENT POSTS
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...
Generative AI: A Beginner’s Guide to the Galaxy
If you’ve been impressed by the power of conversational AI but are unsure how to harness it for your customer service organization, let’s take a look at a few simple steps you can take to get started!
The Importance of Exceptional Customer Service: Why It Matters
This blog post explores the significance of exceptional customer service and why it matters for businesses of all sizes and industries.
The Human Touch in Crisis: AI’s Dramatic Potential Takeover Could Redefine Customer Engagement
Introduction Straight talk – customer service is at another crossroads, with generative AI leading the charge this time around. More than just a...
Leveraging Evolving Technologies is Top Critical Issue for Customer Engagement Leadership Council Members
Each year, members of Frost & Sullivan’s Customer Engagement Leadership Council vote on the most important issues facing the customer service...
EXECUTIVE INSIGHT – Agents of the Future: New Roles, Competencies, Expectations and Opportunities
Participants at the 19th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange held in Huntington Beach, California, left with...
Aligning Customer Care with the Corporate Strategy: The Customer at the Core
At the forefront of every thriving enterprise lies a fundamental truth: the customer experience is pivotal. It is this unwavering commitment to the...
The Science of CX: Understanding the Chemistry of Complaints
By Kat Ketter, AVP, Customer Experience, Jefferson Health Plans Contributor: Fannie Perrucci, Manager of Customer Experience, Jefferson Health Plans...
Delivering Fiscally Responsible Customer Service
Presented by Thomas Rocharz Director of Contact Centers Cape Air
Key Takeaways from the 19th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange
INTRODUCTION The 19th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange brought thought leaders from around the globe to...
Executive Summary – The 10 Biggest Myths about AI
Futurist speaker and university instructor Christina “CK” Kerley recently led a session entitled “Shock, Awe and AI” at Customer Contact West: A...
Headliner Video – Taking the Customer Experience to the Next Level
Presented by Robert Globocki Vice President, Customer Experience and Billing Operations Hydro One
VIDEO – Executive Dialogues: Surprising Lessons from My CX Transformational Journey
Senior Vice President, Call Center Transformation
Frontier Communications
Presentation Summary: Investing in CX Priorities to Generate Customer Lifetime Value
Customer Experience 2023: A Frost & Sullivan Executive MindXchange, held in Nashville, Tennessee, this summer, provided a forum for customer...
Peek Under the Hood: Anatomy of Basic Conversational AI and IVAs
Think about it. 20 years ago, the model for customer service meant giving consumers a toll-free number to call for support. In the years since,...