FIRESIDE CHAT – Achieving an Adaptive Leadership Mindset
At the 22nd Annual Customer Contact East: A Frost & Sullivan Executive MindXchange, participants were privy to a candid fireside conversation between two contact center leaders with over 30 years in the call center space. Krista Scott and Shannon Yeats explored...
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,...
Beyond the Buzzword: The Operational Playbook for Mastering Effortless Experiences
Takeaways from a Virtual Event 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 a virtual, members-only event, Â thought leader David...