Meeting Evolving Customer Expectations
Regardless of industry —finance, insurance, technology, or healthcare — CX-related challenges that we face are remarkably similar. One challenge that we CX practitioners deal with on a daily basis is evolving customer expectations. The reality is that no matter...
The Role of Leadership in Fostering a Customer-Centric Contact Center
Creating a customer-centric culture in contact centers requires more than just good intentions; it demands a strategic shift and unwavering leadership commitment. Fostering a culture of empathy, empowerment, and understanding that places the customer at the center of...
From Cost Center to Value Center: The 5 A’s of Successful Customer Engagement
The state of customer engagement is in crisis. Veteran Tech Crunch reporter Ron Miller declared 2022 “the year customer experience died,” reflecting customers’ widespread frustration with impersonal and inefficient service interactions. While the situation...
EXECUTIVE BRIEF – Leveraging Emerging Technologies: Optimizing Automation, AI, and ChatGPT
In a recent brainstorm roundtable for Frost & Sullivan’s Customer Engagement Leadership Council, Mariano Gutierrez focused on the critical council issue of leveraging evolving technologies. Part presentation and part spontaneous group discussion, the session...