The Customer Contact Blog

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

Your Next Customer May Not Visit Your Website

by Mark Levy | August 17, 2026 | CC, CCS, CCW, CX Blog | 0 Comments

AI agents are changing where customer journeys begin and exposing what companies have left messy underneath. Your next customer may never touch the journey you spent months improving. They may not visit your homepage, open your app, read your comparison page, scroll through your FAQ, or follow the flow your team fought to simplify. They may ask...

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Unlocking Competitive Advantage: The Strategic Power of Enterprise Customer Intelligence

Aug 7, 2026 | CC, CCE, CCS, CCW, CX Blog

In today’s competitive landscape, organizations have access to more customer data than ever before. Advanced analytics, Artificial Intelligence (AI), Voice of Customer (VoC) ecosystems, Customer 360 platforms, and behavioral intelligence have dramatically expanded the...

HEADLINER VIDEO: AI Without Fear: Building Trust in a Fast-Changing World

Aug 7, 2026 | CC, CCE, CCS, CCW, CX Blog

Presented by DanaShapir Alviene, Chief Guest Officer, Breeze Airways

BROWSE RECENT POSTS

INSIGHTS AND IDEAS ROUNDUP – The Great Take-Away: Implementing the Best, Brightest and Boldest Ideas from the 20th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange

by Patricia Jacoby, Senior Content Specialist, Marketing, Frost & Sullivan

Participants at each Customer Contact Executive MindXchange come away with a wealth of key learnings, but it can be a challenge to take it all in....

Show Me the Money: Proving ROI from Your CX Initiatives

by Mark Levy

You know the drill. Someone in leadership leans in, raises an eyebrow, and hits you with the classic: “What’s the ROI of this?” And if you’re in CX,...

Unlocking Growth with AI-Powered Customer Experience

by Alpa Shah

Leveraging 2024’s CX Innovations to Create a Winning Strategy for 2025 Introduction In a rapidly evolving digital landscape, AI-powered customer...

Redefining Luxury in the Modern Contact Center Environment

by By Chad Anderson, Vendor Manager of Customer Care Operations, Mercedes-Benz USA

In today's competitive market, the concept of luxury extends beyond premium products and exclusive services. It encompasses exceptional customer...

How To Prioritize and Compartmentalize for Work Success and Life Satisfaction

by Andrew Deutscher, Founder, Regenerate

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

by Michael DeSalles, Principal Analyst, Frost & Sullivan

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

by Sneha Nair, Content Innovation Manager, Frost & Sullivan

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

by Miya Gray Torain, Vice President, Customer Experience & Engagement, Pfizer

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

by Suzy Weaver, Chief Customer Officer, Slavic401k

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

by Brett Frazer, Customer Experience Leader, Author, The 5 As 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

by Mariano Gutierrez, Former Head of Marketing Transformation Program, MetLife

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

by Patricia Jacoby, Senior Content Specialist, Marketing, Frost & Sullivan

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

by Patricia Jacoby, Senior Content Specialist, Marketing, Frost & Sullivan

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

by Scott Campbell, Senior Vice President, Chief Client Experience and Corporate Communications Officer, American National

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

by Matt Nelson

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?

by Colin Crowley, Vice President of Customer Experience, Freshly

The Top 5 Takeaways from Customer Experience 2024

by Patricia Jacoby, Senior Content Specialist, Marketing, Frost & Sullivan

Remember the fundamentals, solve your customer’s problems and other essential insights Last month, customer contact leaders from around the country...