CC Archives

The Science of CX: Understanding the Chemistry of Complaints

By Kat Ketter | Dec 7, 2023 | CC

By Kat Ketter, AVP, Customer Experience, Jefferson Health Plans Contributor: Fannie Perrucci, Manager of Customer Experience, Jefferson Health Plans Not every customer interaction will be a pleasant one. Customer service team members have to ready themselves...

Delivering Fiscally Responsible Customer Service

By Thomas Rocharz | Dec 7, 2023 | CC

Presented by Thomas Rocharz Director of Contact Centers Cape Air

Key Takeaways from the 19th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange

By Alpa Shah, Global Vice President – CX Practice, Frost & Sullivan | Nov 15, 2023 | CC

INTRODUCTION The 19th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange brought thought leaders from around the globe to Huntington Beach, California, to tackle their challenges with other customer experience (CX) experts. Participants...

Executive Summary – The 10 Biggest Myths about AI

By Patricia Jacoby, Senior Content Specialist, Marketing, Frost & Sullivan | Nov 15, 2023 | CC

Futurist speaker and university instructor Christina “CK” Kerley recently led a session entitled “Shock, Awe and AI” at Customer Contact West: A Frost & Sullivan Executive MindXchange in Huntington Beach, California. CK, who has guided many Fortune 500 companies...