Customers Are Rewriting the Self-Service Playbook
From different vantage points, Justin Robbins and Nate Brown are watching the same shift unfold in real time. Customers bypass brand channels, turn to AI-driven search and public communities, and resolve issues before companies ever enter the picture. This joint post...
Customer Contact East: Moving from AI Ambition to Operational Reality
Key Themes, Takeaways, and Action Items for Contact Center Leaders The 22nd Annual Customer Contact East: A Frost & Sullivan Executive MindXchange held in Fort Lauderdale, brought together senior contact center and CX leaders for several days of candid,...
EXECUTIVE BULLETIN – Raising the CX Bar with a Unified Data and Analytics Strategy
Succeeding in a New Age of Digitally Powered Customer Interaction was the theme of Customer Experience 2025: A Frost & Sullivan Executive MindXchange, an outstanding event held in Los Angeles recently. This highly interactive, two-day happening provided a forum...
The Biggest Lie We Tell Our Customers
“We will use your feedback to improve future experiences.” It is a phrase we have all seen at the end of customer surveys, splashed across landing pages, or embedded in transactional emails. It is a promise—a commitment to listen, learn, and act. But if we are being...
