CCS Archives

Let’s Make Our Frontline’s Work Easier So Customers Win

By Flosshilda LaBrado, Senior Manager, Frontline Systems Experience, T-Mobile | Feb 3, 2021 | CC, CCE, CCS, CCW

We know that requiring less of our customers results in happy and loyal customers (check out Matt Dixon’s The Effortless Experience). Customers do not want to have to interact with a service provider, but when they do, the experience should be easy and a delight. So...

Searching for the Magic… CX in Tough Times

By Tiffany Stroupe, Senior Group Manager, Customer Feedback, Hyundai | Jan 18, 2021 | CC, CCE, CCS, CCW

What is the magic answer to unlocking the Customer Experience? The answer is… there is no magic. The Customer Experience (CX) requires being open to change, fully understanding all facets of the experience, being where your customers want to be, and hearing their...

The Importance of Operational Technology Cybersecurity for a Rich Customer Experience

By Samir Sakpal, Director of Consulting, ICT, Americas at Frost & Sullivan | Jan 18, 2021 | CCE, CCS, CCW

Introduction – Growth of IT-OT convergence in industrial verticals As networks evolve and elements such as ultra-low latency and network dependency are in the center of this evolution, organizations are driving the initiative of automating processes through...

Serendipity, Technology and Creating Opportunity

By Vinod Varma, Vice President, Omnichannel Service Experience, UnitedHealthcare | Jan 7, 2021 | CC, CCE, CCS, CCW

Frost & Sullivan recently posed a few timely questions to customer experience industry expert Vinod Varma, who will be leading a session, Rebooting Your CX Initiatives: Advancing from Insights, to Organizational Strategy, at Customer Contact VIRTUAL: A Frost &...

3 Key Ways to Create a Winning Touchless Experience

By Christina Pletnewski, Vice President, Customer Experience, Safelite AutoGlass | Jan 7, 2021 | CC, CCE, CCS, CCW

Last year COVID-19 rocked the way we live and conduct business. Overnight, customer expectations changed and for Safelite AutoGlass it meant that we had to change how we serviced customers. It is in our DNA to talk with our customers during service, to offer a...