The Customer Contact Blog
A collection of expert insights and event news to help you accelerate growth.
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HEADLINER VIDEO – Leadership Transitions: Growing and Developing Your Rising Stars
Presented by Bobby Thompson Director of Operations Beazer Homes
Harnessing Data and Analytics for Strategic Advantage
Essential Takeaways from a Presentation by Melinda Ellsworth, Senior Director, Customer Experience, Watkins Wellness Introduction Customer experience change leader Melinda Ellsworth recently led a Virtual Case History for Frost & Sullivan’s Customer Engagement...
BROWSE RECENT POSTS
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...
People, not Perks, Define Your Company Culture
Among professional circles, terms like “company culture” and “engagement” often get thrown around without much regard to what they actually mean for...
Mapping the Customer Journey and Experience
Many organizations go through journey mapping exercises, but few come out of these exercises with journey maps that guide next steps and execution....
An Executive BriefEffortless Customer Experience
Kathy O’Mahony, Homes Direct Manager, AIB, recently presented a Virtual Executive Assembly (VEA) on Effortless Customer Experience to select members...
Sorting through the RPA Hype – The Introduction
$3B valuations on <$100M in revenue, marketing videos of people building RPA solutions while riding in race cars, suspended from cranes or while...
Your Front is Different than Your Back
As business leaders are contemplating the promise of artificial intelligence (AI) and automation on digital transformation, many are quickly...
Interactive Video: The Rise of RPA Bots in Customer Service
Recently, Head of Automation Scott Merritt sat down with the TechTalk team and discussed the ways in which organizations seek to benefit from...
Top 10 Reasons to Outsource Your Call Center
Fortune 500 enterprises and government agencies need to stay focused on core competencies, so these types of large organizations often outsource...
The Benefits of Centralizing Contact Centers
Your organization has grown over the years, and you have agents scattered at offices across the country (or around the world), answering customer...
Who Is In Charge of Your Contact Center? When the System Takes Over: A British Airways Case Study
As Artificial Intelligence creeps into our lives, it’s easy to envision a world where machines start to take over, calling the shots and determining the direction and outcomes of our everyday experiences.
The Ultimate Customer Experience Primer
This guide will serve as a comprehensive starting point for Customer Experience Management. There are more and more business leaders being called...
What’s Trending in Employee Experience (EX)?
The importance of the customer experience is always top-of-mind in the contact center industry. How well are we serving the customer? Are they...