The Customer Contact Blog

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

Balancing Radical Candor and Bold Data Driven Decisions

by Christina Bell | May 19, 2026 | CC, CCE, CCS, CCW, CX Blog | 0 Comments

Leadership at the Center of Service As a seasoned customer experience executive in a contact center, I have learned that great service is never accidental. It comes from disciplined leadership, clear priorities, and a deep respect for both the customer and the frontline employee. Every call, chat, and email is an opportunity to strengthen trust...

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Precision CX: Investing for Maximum Impact

Mar 5, 2026 | CC, CCE, CCS, CCW

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 &...

One from Lili’s book, my first manager ever. Work CAN be fun.

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

It was the mid-'90s, and my mother, after seeing me glued to my PC for the hundredth time, said something that changed my life forever: “You spend so much time in front of that thing, you might as well try to make some money out of it.” LinkedIn didn’t exist back...

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Strategic Boardroom: Meeting the Unique Challenges of the Enterprise Contact Center

by Kandy White, Senior Vice President, Operations, Altisource

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

by Regan Heckethorn, Vice President, Operations, Allegiant Air

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

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

by Frost & Sullivan

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

by Gordon Littley, Managing Director, Global Customer Experience Practice, Verizon

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

by Gordon Littley, Managing Director, Global Customer Experience Practice, Verizon

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

by Matt Nevill, Customer Community Manager, Agilent Technologies

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

by Frost & Sullivan

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)?

by Gabriele Masili, Global Chief Technology Officer, Customer Service & Support, Microsoft

The Power of Turning a Customer Experience into a Positive Memory

by Michael Truett, Founder and Chief eXperience Officer, ECPJ Advisors

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

by Jenna McCann Messer, Director, Customer Experience, 1-800-Flowers.com

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

by Aisha Ponds, Director, BCBS NC

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

by Gabriele Masili, Global Chief Technology Officer, Customer Service & Support, Microsoft

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Top Takeaways from the 15th Anniversary Customer Contact West: A Frost & Sullivan Executive MindXchange

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

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!

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

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

by Jason Harvison, Interim Chief Executive Officer, Elevate

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

by Josh Reynolds, Senior Director of Product and Partner Engagement - Worldwide Customer Experience, Electronic Arts

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

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

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

by Frost & Sullivan

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

by admin

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

by Kathy O' Mahony, Personal Market Manager, Direct Banking, AIB

Kathy O’Mahony, Homes Direct Manager, AIB, recently presented a Virtual Executive Assembly (VEA) on Effortless Customer Experience to select members...