The Customer Contact Blog
A collection of expert insights and event news to help you accelerate growth.
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Building Products that Matter to the Customer
Company A built an extremely sophisticated, technically flawless platform and launched it with much fanfare. The president sent congratulatory notes, and the teams went out for happy hour. Two months later the customer experience metrics either stayed stationery or...
The Missing Layer in Customer Contact Transformation: Metacognitive Energy
Today’s customer contact leaders are operating in one of the most complex environments in modern business. They are being asked to improve customer experience, reduce costs, deploy AI, increase agent productivity, protect brand trust, and lead teams through constant...
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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.
Crowdsourcing – A Modern Agent Job Description for a New Business Landscape
A Modern Agent Job Description for a New Business Landscape
The New Path Forward: Media and Entertainment Leaders Lean into Digital and Remote-first Agents
The media and entertainment market has repositioned its content to allow customers to stream at home or from anywhere.
Your Long-Term Strategy Begins with a Plan
This summary will be included in the Executive MindXchange Chronicles, an e-book compilation of key ideas from the 18th Annual Customer Contact East: A Frost & Sullivan Executive MindXchange event.
Listening to Customers through Employees: Creating a Grassroots VoC Program
It should come as no surprise that voluntary turnover in critical customer-facing roles have never been higher. They seem like disconnected problems, but the good news is we can tackle them both at the same time by creating support for a grassroots Voice of the Customer (VOC) program.
An Update on the Travel and Hospitality Industry and its Approach to Customer Care
Customer service has always been relevant in the T&H industry. Sitel Group® research shows that 83 percent of consumers in the T&H segment identify customer experience (CX) as one of their top three most important factors influencing their decision-making process.
Real-World Initiatives that Increased CSAT
This session will focus on a real‐world success story from humble beginnings to rockstar CSAT scores by using lessons learned and best practices to increase CSAT.
The Ushering in of a New Culture
Understanding that the customer must be at the center of any competitive strategy is an important step. Learn how to make your customer happy!
Top 10 Takeaways from the 18th Annual Customer Contact East: A Frost & Sullivan Executive MindXchange
The top 10 takeaways from some of the most insightful sessions of the event, backed up with findings from Frost & Sullivan research and other sources.
Fixes for your Most Vexing Customer Service Issues
Companies need to consider ability to react with more real- time flexibility with marketing, on‐site sales and agent training.
2022 Case History on Achieving Digital Transformation
Digital transformation continues to evolve at lightning speed, technology advancements and adoption are at their peak.
Contact Centers are Here to Stay: How an Intelligent Use of Contact Channels Delights Customers and Drives Efficiency
Choose and implement ideas for an agile and successful customer contact channel strategy & bring the organization up to date on the successes.
Key Considerations to Help Transform Your Customer Experience
Listening to customers is an eco-system that must be the backbone that runs throughout the service experience and leads to success.
Data Drives CX Success in 2022, with Social Media Leading the Way
Businesses must leverage the wealth of data residing in many places to understand ever-changing customer needs fully & meet these goals.
Leverage these 6 Opportunities to Create a Better Customer Experience, Post-COVID
There is a great opportunity to work collaboratively, as one global team, to address 6 specific challenges & achieve a steady foundation.
Where does culture show up in your service organization?
People want to have pride in what they do, but to have pride, they need to feel valued and understand the positive impact of their work.
The Benefits of Building a Robust Organizational Change Management (OCM) Practice
Organizational change management requires shifting and evolving company culture. At the core of all change and transformation, are people.
Preview: SUCCESS STORY – Real‐World Initiatives that Increased CSAT
Engaging customers and providing world‐class experiences is nothing new, yet so many organizations get it wrong at the most basic level.
Data and Behavioral Science: The Twin Pillars of Strong Customer Experience
How do organizations design for engagement in the new world of digital-first customer experience? Behavioural science & data together offer answers.
Executive Brief | Authentic Leadership and Employee Loyalty – Creating a Win-Win
As leaders, we can create a stronger team dynamic & achieve superior results if employees are willing to spend their energy on the team.
The Customer Engagement Leadership Council to Address these Six Critical Industry Issues in 2022
The annual Critical Issues become the key areas of focus for member discussion and Council events throughout the year.
Silver Linings in a Pandemic – Humanizing Agents
The latest unified communications & video conferencing tools in contact center solutions can make training & collaboration easier.
