The Customer Contact Blog
A collection of expert insights and event news to help you accelerate growth.
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Empowering Women in CX: Leadership Alliance Workshop Returns to Frost & Sullivan’s 21st Annual Customer Contact West
Customer contact leader extraordinaire Natalie Beckerman, who has run top tier, large scale operations while driving transformation and change throughout her career, will be returning to lead another CX Women’s Leadership Alliance Workshop at Customer Contact West: A...
Mastering Resilience: How to Become a Resilient Leader
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...
BROWSE RECENT POSTS
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...
Executive Insight Video: Preparing for Big Disruption as Entry Barriers Come Down
Top Takeaways from the 15th Anniversary Customer Contact West: A Frost & Sullivan Executive MindXchange
The 15th Anniversary Customer Contact West: A Frost & Sullivan Executive MindXchange in Huntington Beach, California, was a meeting of...
AI Meets Global Fashion Brands — with Fantastic Results!
Aarde Cosseboom recently led a Virtual Executive Assembly for members of Frost & Sullivan’s Customer Engagement Leadership Council where he...
Women Lead the Way in Contact Center Innovation
At Elevate, we are constantly gathering feedback to improve the customer experience. April Sealy, Vice President of Operations, notes that as the...
It’s Time to Pull Up A Chair For CX At The Product Design Table
Years ago, I started conversations with one of our product design teams. I asked about how they could make their product better by solving issues...
Customer Experience as the New Competitive Advantage
Defining the customer experience is the single fastest way to grow a business. But how do we define the customer experience? We know when we receive...