Omnichannel: Are We There Yet?
In October, I facilitated a session at the Frost & Sullivan Executive MindXchange entitled The Digital Transformation Struggle, Addressing the Omnichannel Gap. Before the session, I was concerned that attendees wouldn’t engage in the discussion. Instead, I was...
Top CX Takeaways from Customer Contact West: A Frost & Sullivan Executive MindXchange
What a fantastic couple of days at the Arizona Biltmore! Despite a general soreness from impromptu desert hiking, as well as a beard full of whipped topping from the “Wild West Olympics,” it was a remarkable event. Naturally, Customer Experience and AI were on the...
Engineering a Culture of Security Consciousness in Customer Service
A FROST & SULLIVAN WHITE PAPER EXCERPT Introduction and Purpose Today’s customers are more concerned than ever about how companies use their data and track their activities online. While security has traditionally been viewed as the responsibility of the IT...
Measuring Employee Engagement for Greater Returns
With the constant hustle and bustle of the workday, it is often difficult to determine the root cause of employee turnover and limited employee engagement. Organizations often begin their employee retention efforts by focusing on a competitive salary and offering a...
