Balancing Radical Candor and Bold Data Driven Decisions
Leadership at the Center of Service As a seasoned customer experience executive in a contact center, I have learned that great service is never accidental. It comes from disciplined leadership, clear priorities, and a deep respect for both the customer and the...
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,...
