A Video Presentation from the 19th Annual Customer Contact East: A Frost & Sullivan Executive MindXchange | BEST PRACTICE – Teaming Up to Raise NPS
 Presented by: Brian Wolfe Vice President, Global Customer Experience JBL, a division of HARMAN International Abstract: JBL’s Consumer Division has been moving to more online sales over the last several years and this leads to additional digital engagements with...
Ideas and Opportunities Flowing from the Changing Contact Center Landscape
The 19th Annual Customer Contact East: A Frost & Sullivan Executive MindXchange, held April 23-26, 2023 in Ft. Lauderdale, Florida, revealed contact center leaders are managing historic and volatile change. With delivering the best customer experience (CX)...
Your Long-Term Strategy Begins with a Plan
 Presented by: Janet Solomon Vice President, Client Operations/Contact Center Solutions Fiserv
Executive Brief – Leadership in an Evolving Contact Center Ecosystem
Session Abstract The one constant in the contact center ecosystem is change. The key to success is to have a methodology that blends time tested strategies with the ever-shifting needs of the business. Dynamic leaders can pivot with technology, process, and people...