The Customer Contact Blog
A collection of expert insights and event news to help you accelerate growth.
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Customer Inspired Innovation (CII): From Insight to Impact and Sustainable Growth
In an era where markets shift quickly and technologies evolve even faster, one capability continues to distinguish industry leaders from the rest: customer‑inspired innovation. While features, products, and even business models can be replicated, the ability to deeply...
Precision CX: Investing for Maximum Impact
Do you truly know and understand your role? Are your priorities aligned with your strategy? Are you investing in the right solutions and technology? Think again! In this session summary from his presentation at the 21st Annual Customer Contact West: A Frost &...
BROWSE RECENT POSTS
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...
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...