by Matt Nevill, Customer Community Manager, Agilent Technologies | Jan 9, 2020 | CCW
Introduction Agilent Technologies, a global leader in instruments, software, services, solutions for life sciences, diagnostics and applied chemical markets, recently received the Big Kahuna Award for Excellence in Social Media Customer Service (The Selfie Award) at...
by Aisha Ponds, Director, BCBS NC | Nov 18, 2019 | CCE, CCS, CCW
In this preview piece from the upcoming Customer Contact West: A Frost & Sullivan Executive MindXchange Chronicles eBook, Aisha Ponds shares key insights and outlines a process to help organizations map the root causes of customer service issues and develop...
by Gabriele Masili, Global Chief Technology Officer, Customer Service & Support, Microsoft | Nov 14, 2019 | CCE, CCS, CCW
Presented by Gabriele Masili Chief Technology Officer Customer Service and Support Microsoft
by Alpa Shah, Vice President, Digital Transformation, Frost & Sullivan | Nov 14, 2019 | CCE, CCS, CCW
The 15th Anniversary Customer Contact West: A Frost & Sullivan Executive MindXchange in Huntington Beach, California, was a meeting of innovative, enthusiastic, collaborative, and analytical minds. This year, the main challenges discussed by contact center leaders...
by Aarde Cosseboom, Senior Director of GMS Technology, Analytics, and Product, TechStyle Fashion Group | Nov 14, 2019 | CCE, CCS, CCW
Aarde Cosseboom recently led a Virtual Executive Assembly for members of Frost & Sullivan’s Customer Engagement Leadership Council where he shared insights about TechStyle Fashion Group’s significant success leveraging AI in the Contact Center. Here we dig deeper...
by Jason Harvison, Interim Chief Executive Officer, Elevate | Nov 14, 2019 | CCE, CCS, CCW
At Elevate, we are constantly gathering feedback to improve the customer experience. April Sealy, Vice President of Operations, notes that as the products become easier to use, customer satisfaction increases. The Operations team even created a Customer Effort Score...
