The Customer Contact Blog
A collection of expert insights and event news to help you accelerate growth.
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HEADLINER VIDEO – Unified Vision: Building a CX Strategy Supporting Strategic and Tactical Decision Making
Presentation by Maribeth Duggins Director, Customer Insights McKesson
AI and the Content Creator: Evolution, not Extinction
Content creators often approach AI with concern. Will the new technology put us out of a job? Is the pursuit of greatness in customer experiences dead? Can AI really match the quality of human-created content? These same questions have emerged frequently as we’ve...
BROWSE RECENT POSTS
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,...
Moving from Chaos to Efficiency: Solving Labor Capacity Issues in Contact Centers with Human-in-the-Loop AI
Contact centers play a pivotal role in the modern business landscape, serving as the frontline of customer interactions. However, labor capacity...
HEADLINER VIDEO – Investing in CX Priorities to Generate Customer Lifetime Value
Presented by Jermaine Edwards Growth Advisor and Creator of The Customer Advantage
Delivering on Your Brand Promise: Insights from Customer Experience 2023: A Frost & Sullivan Executive MindXchange
Design and Deliver Your Brand Promise was the theme of Customer Experience 2023: A Frost & Sullivan Executive MindXchange held in Nashville,...
THE FROST & SULLIVAN CC AWARDS ARE BACK!
After a short hiatus, the “People’s Choice Awards” of the Customer Service industry is back: The CC Awards! The CC’s identify and honor companies...
Withstanding Economic Uncertainty with Conversational AI
When it comes to the customer experience (CX) industry, there’s another looming challenge to add to the burgeoning list for contact centers and...
Your Employee is Your First Customer
Yesterday I called a customer service number for a company that I do business with. Lots of questions for them and some confusion on my end. The...
Crowdsourcing Tactical Solutions to Your Most Vexing Customer Challenges – Part 2
At the 18th Annual Customer Contact East: A Frost & Sullivan Executive MindXchange, participants chose between six interactive brainstorming...
Executive Brief | Planning for Shifting Demographics
Insights into the impact of deaf people’s communication strategies and technology innovations adopted by the public today.
Crowdsourcing Tactical Solutions to Your Most Vexing Customer Challenges –
Key “Fixes” from the 18th Annual Customer Contact East: A Frost & Sullivan Executive MindXchange
Read on for key ideas and suggestions generated from the first three sessions -great insights and ideas you can implement right now.
What is Winnable? Strategic Priorities for Transformative Customer Experiences
Customer experience (CX) has become a central focus for companies due to its overarching view of the customer’s journey as well as their perceptions of your brands.
Executive Insight-Strategic Partnering to Attract Top Talent
Abstract: Attracting and retaining talent is tough in any industry but, it can be especially challenging in the contact center space. The anatomy...
EXECUTIVE INSIGHT – Strategies and Tactics for Doing Hybrid Right
At the 19th Annual Customer Contact East: A Frost & Sullivan Executive MindXchange event, Wilson Nieves shared statistics and insights about...
Four Ways to Make Your Contact Center Integral to Business Growth
When service is in a silo far from marketing and sales, customer journeys become disconnected. And that hurts the customer experience (CX). Gaps...
A Video Presentation from the 19th Annual Customer Contact East: A Frost & Sullivan Executive MindXchange | BEST PRACTICE – Teaming Up to Raise NPS
Presented by: Brian Wolfe Vice President, Global Customer Experience JBL, a division of HARMAN International Abstract: JBL’s Consumer Division has...
Ideas and Opportunities Flowing from the Changing Contact Center Landscape
The 19th Annual Customer Contact East: A Frost & Sullivan Executive MindXchange, held April 23-26, 2023 in Ft. Lauderdale, Florida, revealed...
The Importance of Strategic Selling within Customer Service – Seizing the opportunity for tighter collaboration between Customer Service and Sales
During this time of ongoing change at both macro and micro levels, keeping your Customer Service and Sales teams actively partnered and engaged has...
Your Long-Term Strategy Begins with a Plan
Presented by: Janet Solomon Vice President, Client Operations/Contact Center Solutions Fiserv
Executive Brief – Leadership in an Evolving Contact Center Ecosystem
The one constant in the contact center ecosystem is change. The key to success is to have a methodology that blends time tested strategies with the ever-shifting needs of the business.
Three Skill Sets Leaders Need to Prioritize Today
Today, transformative skill sets are needed to build teams that are cohesive, productive, profitable and happy. (Not necessarily in that order). If you have blind spots, you, your team, and your organization will struggle to thrive in a business climate that is constantly changing.