CC Awards Archives

From Cost Center to Value Center: The 5 A’s of Successful Customer Engagement

By Brett Frazer, Customer Experience Leader, Author, The 5 As of Successful Customer Engagement | Oct 25, 2024 | CC, CC Awards, CCE, CCS, CCW, CX Blog

The state of customer engagement is in crisis. Veteran Tech Crunch reporter Ron Miller declared 2022 “the year customer experience died,” reflecting customers’ widespread frustration with impersonal and inefficient service interactions. While the situation...

EXECUTIVE BRIEF – Leveraging Emerging Technologies: Optimizing Automation, AI, and ChatGPT

By Mariano Gutierrez, Former Head of Marketing Transformation Program, MetLife | Oct 25, 2024 | CC, CC Awards, CCE, CCS, CCW, CX Blog

In a recent brainstorm roundtable for Frost & Sullivan’s Customer Engagement Leadership Council, Mariano Gutierrez focused on the critical council issue of leveraging evolving technologies. Part presentation and part spontaneous group discussion, the session...

Crowdsourcing Tactical Solutions to Top Customer Contact Challenges

By Patricia Jacoby, Senior Content Specialist, Marketing, Frost & Sullivan | Sep 19, 2024 | CC Awards

Participants at Frost & Sullivan’s recent Customer Experience 2024 event in Orlando, Florida, learned from thought leaders from Marriott International, Whirlpool Corporation, Nordstrom, Foresters Financial, and many other notable companies. In addition to...

Navigating the AI Maze: How to Confidently Make AI Decisions for Your Business

By Matt Nelson | Aug 27, 2024 | CC, CC Awards, CCE, CCS, CCW, CX Blog, Uncategorized

In today’s technology landscape, artificial intelligence (AI) promises everything from streamlined operations to enhanced customer experiences. However, for many decision-makers, even those who are tech-savvy, determining how to successfully integrate AI into their...