The Customer Contact Blog

A collection of expert insights and event news to help you accelerate growth.

Beyond the Buzzword: The Operational Playbook for Mastering Effortless Experiences Takeaways from a Virtual Event Moderated by David Massey

by David Massey | April 13, 2026 | CC, CCE, CCS, CCW, CX Blog | 0 Comments

Most organizations agree that "customer-centricity" is the goal, yet most fail to operationalize the concept because they treat research as a phase rather than a pulse. In this virtual, members-only event, David Massey broke down the operational engine behind UPS's digital transformation. Moving beyond the "what" of the case study, the session...

FEATURED

Mastering Your CX Influence

Feb 9, 2026 | CC, CCE, CCS, CCW, CX Blog

Mark Levy, author of The Psychology of CX 101 and publisher of the Decoding Customer Experience newsletter, recently led a brainstorm session for Frost & Sullivan’s Customer Engagement Leadership Council and Growth Innovation Leadership Council. Mark shared...

Your Customer eXperience Is Only as Strong as Your Weakest Partner

Jan 13, 2026 | CC, CCS, CCW, CX Blog

When a Partner Missteps, Your Brand Pays the Price Picture this: a customer uses your platform, redeems loyalty points, and expects a high-quality, reliable experience. But then something goes wrong. They receive cancellation notices, vague support responses, and no...

BROWSE RECENT POSTS

Serendipity, Technology and Creating Opportunity

by Vinod Varma, Vice President, Omnichannel Service Experience, UnitedHealthcare

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

by Christina Pletnewski, Vice President, Customer Experience, Safelite AutoGlass

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

by Nastaciea Roberts, Director of Contact Center and Access Services, Spectrum Health Hospitals

watch

Harnessing Voice of the Customer to Drive Growth

by Philip Purdy, Head of Customer Services, Community Fibre Limited

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?

by Rachelle Dever, Vice President of Member Care, Cricut

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

by Alpa Shah, Global Vice President – CX Practice, Frost & Sullivan

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

by Chris Vetrano, Head of Partner and Customer Engagement for Transit, Bikes, and Scooters, Lyft

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

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

by Frost & Sullivan

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

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

by Frost & Sullivan

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

by Millie Gillon, Global Head of Client Experience and Managing Director, Standard Chartered Bank

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

by Neil Crane, Vice President of Product & Technology, Cicero Inc.,

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

by Mark Dean, Chief Strategy Officer, LegalBreeze

Creating Customer-Centric Communications in the Time of COVID-19

by Chad Ghastin, Senior Manager of Customer Experience, JFK International Air Terminal

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

by Aarde Cosseboom, Senior Director of GMS Technology, Analytics, and Product, TechStyle Fashion Group

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

by Moderated by Rachelle Dever, Vice President of Member Care, Cricut

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

by Patricia Jacoby, Senior Content Specialist, Marketing, Frost & Sullivan

With the current health crisis creating unprecedented challenges, Frost & Sullivan recently created a Customer Contact Webinar series comprised...

Five Essential Skills for CX Leaders

by Jerry Leisure, Chief Executive Officer and Founder, Officium Labs

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

by Brian White, Director of Customer Experience-Drizly

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

by Patricia Jacoby, Senior Content Specialist, Marketing, Frost & Sullivan

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

by Steve Riddell, Head of Customer Experience, Better.com

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

by Nate Brown, Senior Director of Customer Experience, Arise Virtual Solutions, Incorporated

Moderated by Nate Brown Head of Customer Experience UL, EHS