The Customer Contact Blog
A collection of expert insights and event news to help you accelerate growth.
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Your Next Customer May Not Visit Your Website
AI agents are changing where customer journeys begin and exposing what companies have left messy underneath. Your next customer may never touch the journey you spent months improving. They may not visit your homepage, open your app, read your comparison page, scroll...
When Did You Stop Caring? The Call to Reignite Humanity in a World Obsessed with Efficiency
Q&A with Natalie D. Beckerman, Executive Vice President, Chief Business Officer, iQor Known as The Global Customer Experience Connoisseur, Natalie Beckerman is an internationally recognized titan in the world of customer experience. Her new book, When Did You Stop...
BROWSE RECENT POSTS
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.
Customer Contact East: A Frost & Sullivan Executive MindXchange Excerpt
Customer experience leader Rachelle Dever led a brainstorming session on ways to improve customer and employee loyalty.
Case History – End to End Product Journey Excellence
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
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?
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
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
The 17th Annual Contact West in Huntington Beach was a meeting of innovative, enthusiastic, collaborative, & analytical minds.
Unleashing the Full Potential of CX Technologies
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
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
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
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
Realizing the Benefits of Collaborative Performance Tracking
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?
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
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
Customer experience no longer lives in a vacuum. More than ever, organizations need to weave the customer experience into every department, breaking...
Understanding Personalization
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
Leading Exhausted Customer Contact Workers
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
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
Patricia Jacoby from Frost & Sullivan shares a few of the many timely insights from this content-rich virtual event.
Creating A Contactless Customer Journey
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
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
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...
