By Patricia Jacoby, Senior Content Specialist, Marketing, Frost & Sullivan | Jun 1, 2020 | CCE, CCS, CCW
We recently caught up with John Broderick, who has held the title of Chief Executive Officer of Cicero Inc., for the last fifteen years. Cicero is a noted contact center and back-office enterprise software provider, and a welcome new member of Frost & Sullivan’s...
By Steve Riddell, Head of Customer Experience, Better.com | Mar 18, 2020 | CC, CCE, CCS, CCW, CX Blog
Imagine my surprise when speaking at a recent summit for Customer Experience Officers when I asked the audience to define their “company’s customer experience”… and everyone seemed to struggle. Conferences are filled with seminars about the...
By James Walker, Senior Vice President, Restaurants, Nathan’s Famous, Incorporated | Mar 18, 2020 | CC, CCE, CCS, CCW, CX Blog
As of last year, the U.S. restaurant industry has grown to over 1 million locations, generating an estimated $863 billion dollars in sales. The over 300-year old U.S. industry seems to be in a near-constant state of change, driven by macro and microeconomic forces,...
By Kandy White, Senior Vice President, Operations, Altisource | Mar 6, 2020 | CCE, CCS, CCW
Today’s contact centers are complex, with many stakeholders, many opinions, and many objectives. Read on for key insights from an interactive session conducted at the 15th Anniversary Customer Contact West: A Frost & Sullivan Executive MindXchange, where...
By Regan Heckethorn, Vice President, Operations, Allegiant Air | Feb 25, 2020 | CCE, CCS, CCW
Contact Center employees directly reflect your business and are instrumental in the success of your brand. Are you having challenges with finding the best talent? Do you feel like your employees don’t reflect your companies service values? This session will unpack how...
By Juntae DeLane | Feb 25, 2020 | CCE, CCS, CCW
By Juntae DeLane Senior Digital Brand Manager University of Southern California Founder, Digital Branding Institute There are big differences between B2B (business-to-business) and B2C (business-to-consumer) customers. In this blog post, we explore what exactly B2B...
