The Customer Contact Blog
A collection of expert insights and event news to help you accelerate growth.
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Still Measuring Customer Satisfaction? That Might Be the Problem
Imagine: You go out to dinner. The table’s clean. The food arrives on time. The service is polite. Nothing goes wrong. Later, someone asks, “How was it?” You pause. “It was fine.” That one word—fine—reveals everything. You probably wouldn’t return because ‘fine‘ is...
Q&A with Natalie, Beckerman, Global Head, Customer Support Operations, IHG Hotels & Resorts
From the Frontlines to the Strategy Room: Beckerman’s Playbook for CX Success Frost & Sullivan recently chatted with customer contact leader extraordinaire Natalie Beckerman. Natalie has run top tier, large scale operations driving transformation and change,...
BROWSE RECENT POSTS
Activating the Digital Mothership: Retaining Top Talent in the Modern Era of Work
New Normal. Extraordinary circumstances. Unprecedented. These are all the words we’ve heard applied to the last three years of work life. This...
Crowdsourcing Solutions to Your Most Vexing Customer Service Challenges
When thought leaders from TMX Finance, Dun & Bradstreet, Baxter Healthcare and others gathered in Tucson, Arizona for the 18th Annual Customer...
How Baxter Healthcare Launched a Successful, Patient-Friendly Telehealth Program
There was a gap in the dialysis industry with regards to additional support for patients during the first 90 days of starting dialysis. Baxter identified this as an opportunity to utilize telehealth technology along with RPM through our connected devices to provide additional support for patients during their first 90 days on dialysis.
A Fireside Chat – What It Takes to Lead with Agility
Presented by: Natalie Beckerman and Alpa Shah Senior Vice President Global Vice President...
Frost & Sullivan Shares Global Team’s Customer Experience Insights
Highlights from recent research and discussions conducted by the Frost & Sullivan Global CX team.
The Customer Engagement Leadership Council Announces 2023 Critical Issues
Frost & Sullivan’s Customer Engagement Leadership Council, a member-driven, business leadership network for senior-level executives in the customer experience, customer care and contact center industries, recently announced the Critical Issues of focus for members in 2023.
The Chaos of the Customer
Are you trying to solve that seemingly unsolvable CX problem? Is everything about your customer behavior seemingly random? Perhaps…it’s not all that random at all.
Elevating Practices for Hiring Managers: How to Hire Right in a World of High Attrition and “Slim Pickins”
High rates of attrition and no humans to hire have put hiring management teams into a scramble to hire and hire anyone! Such extreme conditions mean interviewing managers have lowered the bar and are hiring anyone with a pulse.
Tackling Engagement and Retention Challenges Amidst a Stress Endemic
Moderated by Andrew Deutscher, Founder, Regenerate
Your team is successful when they bring their creativity and their strategic thinking skills to the table. As a leader you must find creative solutions to address the chronic stress that stymies that and prevents workers from becoming disengaged or leaving your organization.
Headliner – It Takes Emotional Intelligence for Impactful and Quality Customer Interactions
FIRESIDE CHAT – What It Takes to Lead with Agility
Lessons learned that forced us to become agile as a leader in the contact center world, leading people and personalizing the approach to our customers.
HEADLINER – Contact Center Digital Transformation: Then, Now, and Next Level
It’s Time to Rewrite Your Employee Engagement Playbook
Be an employer that’s attractive to employees. Offer competitive benefits and salary. Make sure your work environment is pleasing.
HEADLINER – The Unlock that is Empowerment
Presented by: Monica Rothgery Chief Operations Officer KFC US
Top Takeaways from the 18th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange
Frost & Sullivan held yet another successful customer contact event, with executives staying engaged throughout the three days of interactive sessions.
EXECUTIVE INSIGHT
Six Questions You Should Ask About CX Implementation
INTRODUCTION At the 18th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange in Tucson, Arizona last week, John Bord,...
Seven Tactics to Reinforce Your Customer Engagement Strategy
As companies evaluate their 2023 marketing spend (after likely reducing spending in 2022), the wise marketer remembers their north star: customer engagement. By embracing proven techniques, addressing these seven assumptions will expand the impact of your digital, physical and omnichannel marketing.
Integrating Design Thinking in Your Long–Term Customer Experience Strategy
Presented by: Cal Austin Innovative Customer Experience Lead – Emerging Markets Pfizer
Join the Customer Engagement Leadership Council
…and connect to a powerful network of collaborators, innovators and achievers
Joining the Customer Engagement Leadership Council is a great way to connect with a network of people and places, collaborate, and check in with peers to see who’s doing what.
Transformational Stories from Customer Experience Superstars
Moderated by: John Bord Manager, Customer Experience Tucson Electric Power
Reframe Your Thinking To Design Exceptional Customer Experiences
Despite all the change we’ve seen in customer experience (CX) over the past few years, there’s still too much mired in the status quo.
Delivering the Kind of Customer Experience that Drives Financial Performance
Presented by: Vinod Varma Senior Vice President, Patient Experience & Service Operations Oak Street Health
Try these Crowdsourced “Fixes” to Design a Better Customer Experience
Customer experience (CX) thought leaders from around the country recently came together to share industry insights and best practices at the Customer Experience Ecosystem: A Frost & Sullivan Executive MindXchange, held in Minneapolis, Minnesota. The event offered both strategic and tactical solutions to many of today’s most challenging customer experience issues.
Building a Culture Based on Employee Experience
Presented by: David Weisman, Ph.D., CPXP Chief Experience Officer NYC Health + Hospitals
Prioritizing Care in the Healthcare Customer Experience
The best experiences show that a company truly cares and values its customers and employees. Two healthcare organizations that prioritize patient and employee experiences shared their strategies at the recent Customer Experience Ecosystem: A Frost & Sullivan Executive MindXchange event.
Leveraging KPIs for Better Customer Service
Focusing on KPIs can create more personal interactions with customers, and the type of experience you provide to customers does matter – and can be improved because of the “agent score card.”
Success Story – Real-World Initiatives that Increased NPS
Presented by: Barbara Barry Chief Marketing Officer, Max Approvals Former Chief Experience Officer NuVision Federal Credit Union
“Hi John, I See You Have An Upcoming Reservation…”
Organizations capture data at all stages of a customer life cycle. There are three phases in a customer’s life cycle where we have the ability to capture data.
It Comes Down to Trust: A Tool Based Index to Building Cohesive, Productive, Profitable and Happy Teams
High-trusting companies are 2.5 times more likely to be highperforming revenue organizationsthan low-trusting companies. They beat the average annualized
returns of the S&P 500 by 3X the profit.
“Build versus Buy” for Omni channel Contact Center AI Applications
The question of whether to build or to buy is a heavy one to weigh. It’s a dilemma that many business owners and digital leaders face at some point. There is another added level of complexity, the uncharted territory and relatively new area of Natural Language Understanding (NLU) and Conversational AI for Omni channel contact center applications.