The Customer Contact Blog

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

The Psychology of CX 101: Master the Hidden Drivers of Customer Behavior

by Patricia Jacoby, Senior Content Specialist, Marketing, Frost & Sullivan | October 1, 2025 | CC, CCE, CCS, CCW, CX Blog | 0 Comments

A conversation with Mark Levy, Author and Head of Consumer Product and Customer Experience at Frontier Communications Frost & Sullivan recently caught up with Mark Levy, Head of Consumer Product and Customer Experience at Frontier Communications, to talk about his new book, The Psychology of CX 101: Master the Hidden Drivers of Customer...

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Mastering Resilience: How to Become a Resilient Leader

Aug 11, 2025 | CC, CC Awards, CCE, CCS, CCW, CX Blog

A resilient leader is someone who not only survives adversity but thrives in it, leading their teams with confidence and clarity. This article will delve into the key traits of resilient leaders, practical tips for building resilience, and real-world examples of...

Customer Experience 2025: A Frost & Sullivan Executive MindXchange – Key Take-Aways

Aug 11, 2025 | CC, CC Awards, CCE, CCS, CCW, CX Blog

Elevating CX Requires Alignment of ALL Stakeholders, Including Customers Introduction At Customer Experience 2025, held in LA recently, Frost & Sullivan hosted CX leaders across various industries, including retail, finance, healthcare, and automotive,...

BROWSE RECENT POSTS

Case History – End to End Product Journey Excellence

by Presented by Briana Frank, Director of Product Management, IBM

Building a product that truly meets users’ needs requires maniacal focus on user pain points. It’s rarely a simple, linear process.

The Importance of Culture in the Call Center

by Rolando Salinas, Senior Director, Global Customer Care, Arbonne

Trust, respect, care, support, meaningfulpraise, clear direction, and honesty. Let’s call that a people- centric culture.

Does Art or Science Deliver the Best Customer Experience?

by Nate Brown, Senior Director of Customer Experience, Arise Virtual Solutions, Incorporated

As CX professionals, our work is changing at a break‐neck speed.We need to understand the nature of the work & how we can continue to evolve.

The Most Important Question Managers Aren’t Asking

by Matt Beckwith, Director of Customer Experience, Clark Pest Control

There is a negative impact when someone leaves soon after being hired, so it makes sense to reduce the risk of that happening.

Essential Take-Aways from the 17th Annual Customer Contact Center West: A Frost & Sullivan Executive
MindXchange

by Michael DeSalles, Principal Analyst, Frost & Sullivan

The 17th Annual Contact West in Huntington Beach was a meeting of innovative, enthusiastic, collaborative, & analytical minds.

Unleashing the Full Potential of CX Technologies

by Derrick Dickens, Chief Operating Officer and Senior Vice President, Customer Operations, PEPCO Holdings (PHI), An Exelon Company

Create value for customers & shareholders by further driving investment growth, introducing innovative solutions & technologies to enhance CX.

10 Ways Contact-Center-as-a-Service (CCaaS) Solutions are Creating a Competitive Advantage

by Aarde Cosseboom, Senior Director of GMS Technology, Analytics, and Product, TechStyle Fashion Group

Here are 10 ways that strategic Contact-Center-as-a-Service (CCaaS) solutions are helping contact centers gain a competitive advantage.

How to Architect and Design a Comprehensive
CX Strategy and Framework

by Arjun Kochhar, Customer Experience and Insights Leader, APAC, Kimberly-Clark

A comprehensive CX strategy and framework should begin with a deep review of the organization’s global, regional and local business strategies and/ or business plans.

10 Lessons from a Workforce Manager

by Dr. Debra Bentson, Senior Workforce Manager, Kaiser Permanente

Each organization needs to determine how the Workforce Management team will integrate into the overall Contact Center structure.

CX 1.0 to 3.0: New Journeys for New Customer Expectations

by Tracy Robertson, Former Global VP, Customer Experience & Marketing, Kimberly-Clark

Realizing the Benefits of Collaborative Performance Tracking

by Francisco Toledo, Director, Global Vendor Management and Instructional, Design Groupon

Innovating has to do with achieving what few have achieved before; it is true. Innovating involves challenging, surprising, changing.

Executive Brief | Virtual Case History on AI and CX
Engaging AI to Streamline the CX Journey:
Utopian Concept or Pragmatic Solution?

by Joe Russo, Assistant Vice President, Automotive Services,ERS Contact Center Operations, AAA - The Auto Club Group

Abstract Self-service channels can have significant cost advantages, and even cross channel fallout can reduce employee effort, preserving savings....

Zoom Fatigue? Join us in-person at the 17th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange

by Jason Doty, Director, Executive Leadership Solutions, Frost & Sullivan

The Frost & Sullivan Events team is gearing up for our first in-person event in quite a while! Customer Contact West: A Frost & Sullivan...

CX Ecosystem Panel – Executive Brainstorm Closing
Organizational Silos across the CX Ecosystem

by Theresa Scheuble, Design Director, Johnson & Johnson

Customer experience no longer lives in a vacuum. More than ever, organizations need to weave the customer experience into every department, breaking...

Understanding Personalization

by Millie Gillon, Global Head of Client Experience and Managing Director, Standard Chartered Bank

Introduction “Personalization is all about knowing your clients, understanding their needs, and providing the right solutions and services at the...

Effective Change Management Across The Ecosystem

by Michael Cooper, Founder, Innovators + Influencers

Leading Exhausted Customer Contact Workers

by Andrew Deutscher, Founder, Regenerate

We are living in the most difficult era of work in our history. We’re working longer hours than before the pandemic (an average of three extra hours...

The Contact Centerʼs Journey to the Cloud:
A Strategic Initiative with Hard Choices in 2021

by Michael DeSalles, Principal Analyst, Frost & Sullivan

A Frost & Sullivan Virtual Think Tank Article Market Challenges Signal Hard Choices The contact center (CC) represents a broad and mature market...

Five Timely Take-Aways from Customer Experience Ecosystem: A Frost & Sullivan VIRTUAL Executive MindXchange

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

Patricia Jacoby from Frost & Sullivan shares a few of the many timely insights from this content-rich virtual event.

Creating A Contactless Customer Journey

by Mike Lavigne, Director, Head of Experience Strategy & Design, Nissan Motor Corporation

View Mike Lavigne, director of Nissan Motor Corporation presentation on Creating a Contactless Customer Journey.

Looking for the Why? Stay Engaged by Finding Value
and Purpose

by Martin Lampman Director, Customer Support Operations BCLC

The workforce of today is dramatically changing from our workforce of yesteryear. Organizations are looking for ways to navigate the new challenges...

3 Keys to Successfully Leading in a Hybrid Environment

by Kurt Mosher, Chief Operating Officer, Gant Travel Management

Leading in a remote environment is one of the most challenging tasks we can ask of the organization. It is doctoral level leadership. The only...

Headliners and Highlights – Key Insights from Customer Contact VIRTUAL: A Frost & Sullivan Executive MindXchange

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

Frost & Sullivan’s latest customer contact event featured real-world examples and insights from speakers on the leading edge of customer service...

Innovative Ideas for Agent Social Engagement, Incentives and Rewards

by Linda Milone, Senior Director, Reservations and Customer Care, Hilton

Connect to a powerful network of collaborators, innovators and achievers…

Join the Customer Engagement Leadership Council today

by Frost and Sullivan

We have all weathered unprecedented changes in the last year, and those changes will continue to reshape the very nature of customer contact and...

A Frost & Sullivan WebinarConquering the Budget Struggle for Contact Center Transformation

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