The Customer Contact Blog
A collection of expert insights and event news to help you accelerate growth.
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The Impact of the Digital Age on Customer Service
AI Takes the Stage In recent years, customer service has undergone an unprecedented transformation driven by digitalization and, especially, by the emergence of artificial intelligence (AI). Companies have gone from relying almost exclusively on human agents and...
What AI Brings to the Future of Customer Experience: Using Agentic AI, Embedded Security, and Next-Gen Knowledge Management to Drive Brand Loyalty
This blog is based on our analysis, AI Orchestration in CX – Powering Innovation & Transformation authored by Frost & Sullivan’s growth expert, Bernardin Arnason from the Contact Center Solutions team. From autonomous agents that think and act like humans, to...
BROWSE RECENT POSTS
3 Keys to Successfully Leading in a Hybrid Environment
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
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
Connect to a powerful network of collaborators, innovators and achievers…
Join the Customer Engagement Leadership Council today
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 Webinar
Conquering the Budget Struggle for Contact Center Transformation
Tracking Employee Engagement in a Remote Work World
In this new world of remote work, an increasingly large number of companies appreciate that greater employee engagement is a key component of...
Future Forward – Augmented is the New Reality in CX and CS
Tips and Best Practices for Building and Implementing Your Chatbot
Considering infusing Artificial Intelligence into your customer service channels? There are a number of reasons why you should! At first, our team...
Digital Transformation and our Journey at Empire-Today
Digital transformation is the hot topic these days. From the marketing departments of software firms to the C-level suite in most companies, the...
Capstone – How Pinterest Approaches Customer Segmentation and Tiered Service
Six Strategies to Keep Your Customers Engaged in Uncertain Times
As we move past one year of the pandemic, has your customer experience focus changed to reflect evolving circumstances? As many businesses struggle...
Executive Insights: Prioritizing the Safety and Well-Being of Your Employees
A Frost & Sullivan Webinar
Conquering the Budget Struggle for Contact Center Transformation
A Frost & Sullivan Webinar
How To Make “Voice of Customer” Your Game Changer
Who are your favorite companies, and what makes you brand loyal? People typically answer this question based on how well a business understands and...
How to Bridge the Customer Experience (CX) Gap Across the Organization
Introduction Recently, a select group of CX thought leaders gathered to address the customer experience gap that is prevalent across so many...
Mission-Driven Customer Experiences (CX): A Guide
So much has changed in the world of customer experience. Over the past many years, the concept of convenience has been the undisputed focus of most...
Improving Video Visits and Other New Patient Experiences
The COVID-19 pandemic has brought many new challenges in healthcare. Most importantly, providers want to ensure the highest quality of care and...
Silver Linings in a Pandemic – “Humanizing Agents”
Key Takeaways from Customer Contact VIRTUAL:
A Frost & Sullivan Executive MindXchange
INTRODUCTION Agents are the front lines in handling customer emotions. Often when customers call, they have already exhausted poorly designed...
Featured Video Presentation:
4 Lessons from the Most Customer-Centric
Genre of Rock
James Dodkins used to be an actual, real life, award-winning rockstar. He played guitar in a heavy metal band, released albums and tore up stages...
Let’s Make Our Frontline’s Work Easier So Customers Win
The key is making it easy for frontline agents to deliver empathetic and effective customer experiences.
Searching for the Magic… CX in Tough Times
What is the magic answer to unlocking the Customer Experience? The answer is… there is no magic. The Customer Experience (CX) requires being open to...
The Importance of Operational Technology Cybersecurity for a Rich Customer Experience
Introduction – Growth of IT-OT convergence in industrial verticals As networks evolve and elements such as ultra-low latency and network dependency...
Serendipity, Technology and Creating Opportunity
Frost & Sullivan recently posed a few timely questions to customer experience industry expert Vinod Varma, who will be leading a session,...
3 Key Ways to Create a Winning Touchless Experience
Last year COVID-19 rocked the way we live and conduct business. Overnight, customer expectations changed and for Safelite AutoGlass it meant that...
Featured Video: Not All Superheroes Wear Uniforms,
They Wear Headsets Too
Harnessing Voice of the Customer to Drive Growth
When we talk about Voice of the Customer what do we mean? Well, in essence, it is the process of capturing the customer's expectations, preferences...
Brand Experience: What’s That and Why Should I Care?
In my career, I’ve had the great pleasure of working with some iconic brands in varying industries: food and beverage, hotel, travel, and now,...
Top Takeaways from Customer Contact VIRTUAL:
A Frost & Sullivan Executive MindXchange
Last September, Frost & Sullivan launched our first ever Customer Contact VIRTUAL event. The new platform proved very successful for an...
Making Work from Home Work for You – The Long Game
It’s no secret that this year has changed a lot for everyone. Customer experience teams know the impact of COVID-19 all too well. As the world faced...
The Returns from Investing In your Customer Experience
Adapted from DoingCXRight.com
By Stacy Sherman Customer Experience Strategist and Practitioner Over the years, we often hear “The customer is always right.” While “always” may...