The Customer Contact Blog
A collection of expert insights and event news to help you accelerate growth.
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Leveraging Evolving Technologies
Insights from a Virtual Event moderated by Aini Ali Customer Engagement Leadership Council member Aini Ali recently led a virtual member event on the topic of Leveraging Evolving Technologies. Read on for some of the key insights and discussion takeaways shared,...
Delivering Excellent Customer Experiences by Taking Care of Your Agents
Employee Engagement Boosts Customer Loyalty With contact center employees being the first point of contact with customers, organizations are recognizing that there is a proven correlation between a positive employee experience (EX) and a better customer experience...
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Webinar on Demand
Customer Story: Maximize Human Capital to Increase Loyalty and Profitability
5 Things Teams Can Do To Help Each Other Thrive While Working From Home
From a teamwork expert who has helped everyone from Google to the Oakland A’s
By Mike Robbins Motivational Speaker and Author Mike Robbins, LLC The coronavirus has had a significant impact on the world, the economy, and just...
Get ready for Customer Contact VIRTUAL: A Frost & Sullivan Executive MindXchange Coming 9/22-9/24
Frost & Sullivan is thrilled to present our first Customer Contact VIRTUAL event. We’ve brought a growth mindset to our previously in-person...
The Road to Empathy
You can teach technical skills, but you can’t give someone a heart. It’s easy to say, “Hire for empathy,” but to do so quickly, and at scale is hard...
Join us for our Webinar Week Series: Customer Engagement From Crisis to Opportunity: Reimagining the Customer Experience
Presentations by Neil Crane Vice President of Product & Technology Cicero Inc. Plus thought leaders from Genesys, ServiceNow and SurveyMonkey...
Webinar on Demand:
The Future of Customer Engagement
Creating Customer-Centric Communications in the Time of COVID-19
Over the past months, I’ve received countless emails from companies and organizations that I do business with, and some that I can’t remember the...
An Excerpt from Enable Better Service: A Customer Service Contact Center Story
Chapter 3 - Soft-Serve Your Way to Self-Service Just like the self-service frozen yogurt stores, grocery stores with self-checkout, and banks with...
Webinar Week Presentation: Adjusting Your CX Strategy in the Midst of COVID-19
In this webinar you will learn how to be nimble and still deliver your CX strategy as we face the COVID-19 pandemic. Specifically, we will discuss...
Customer Contact Webinar Week: Essential Take-Aways
With the current health crisis creating unprecedented challenges, Frost & Sullivan recently created a Customer Contact Webinar series comprised...
Five Essential Skills for CX Leaders
The work of the customer experience leader is infinitely complex. We must be capable of telling compelling stories through a combination of the...
Five Tips to Make your Customer Experience Team Ready for Growth
Since 2012, Drizly has worked to build the nation’s first and largest alcohol e-commerce marketplace and delivery platform. After a months-long...
Q&A with John Broderick, Chief Executive Officer, Cicero, Inc.
A Customer Engagement Leadership Council Member
We recently caught up with John Broderick, who has held the title of Chief Executive Officer of Cicero Inc., for the last fifteen years. Cicero is a...
Why Companies Fail In Pursuit of Delivering Great Customer Experiences
Imagine my surprise when speaking at a recent summit for Customer Experience Officers when I asked the audience to define their "company's customer...
Featured Video: Ask the Experts Panel Discussion Socializing CX Across the Organization
Moderated by Nate Brown Head of Customer Experience UL, EHS
Top 10 Ways to Win On CX and Other Key Insights from CX Ecosystem: A Frost & Sullivan Executive MindXchange
By Patricia Jacoby Senior Editor, Marketing Frost & Sullivan On February, 25th Customer Experience experts, executives and leaders looking to...
Innovation and Disruption in the Restaurant Customer Experience
As of last year, the U.S. restaurant industry has grown to over 1 million locations, generating an estimated $863 billion dollars in sales. The over...
The Road to Customer Centricity
The road to customer centricity is long and winding. It's different for each organization. Many organizations will try to achieve it, some will...
Strategic Boardroom: Meeting the Unique Challenges of the Enterprise Contact Center
Today’s contact centers are complex, with many stakeholders, many opinions, and many objectives. Read on for key insights from an interactive...
SUCCESS STORY: Hiring for Staying Power and Brand Fit
Contact Center employees directly reflect your business and are instrumental in the success of your brand. Are you having challenges with finding...
The B2B Customer Has High Expectations: How Can You Meet Them?
By Juntae DeLane Senior Digital Brand Manager University of Southern California Founder, Digital Branding Institute There are big differences...
3 Compelling Reasons to Join the Customer Engagement Leadership Council
1. The Council is supported by a growth strategy company fifty years strong The Customer Engagement Leadership Council is underpinned by Frost &...
CX Improvement: The need to put consumer data protection and privacy first
Customer experience (CX) improvement has become sort of a holy grail of digital transformation. Every business wants to deliver superior CX, which...
Customer Personalization: The time is now for customized experiences
Presented by Gordon Littley Managing Director, Global Customer Experience Practice Verizon In recent years customer personalization has become...
AGILENT CASE STUDY: Creating a Successful Online Community
Agilent Technologies, a global leader in instruments, software, services, solutions for life sciences, diagnostics and applied chemical markets,...
The Five Cs of True Omnichannel Experiences
When I first started designing omnichannel experiences just over 10 years ago, I couldn’t find much guidance. Mobile was still nascent; neither the...
Who Should Lead Customer Experience (CX)?
The Power of Turning a Customer Experience into a Positive Memory
You know the saying…. “You can't please everyone,” but as customer experience professionals, that is exactly what we are trying to do. Let's define...
Customer Experiences That Inspire Connection
Many of us view customer experience wholly from the perspective of the interactions a customer has with an organization and believe companies that...
EXECUTIVE INSIGHT: Mapping Root Cause for Proactive Solutions
In this preview piece from the upcoming Customer Contact West: A Frost & Sullivan Executive MindXchange Chronicles eBook, Aisha Ponds shares key...