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Harnessing Voice of the Customer to Drive Growth
When we talk about Voice of the Customer what do we mean? Well, in essence, it is the process of capturing the customer’s expectations, preferences and aversions. It doesn’t really matter what industry you work in, you are likely to face the same customer...
Brand Experience: What’s That and Why Should I Care?
In my career, I’ve had the great pleasure of working with some iconic brands in varying industries: food and beverage, hotel, travel, and now, consumer electronics. What I always find so fascinating is that, across industries, there are far more similarities than...
Top Takeaways from Customer Contact VIRTUAL:
A Frost & Sullivan Executive MindXchange
Last September, Frost & Sullivan launched our first ever Customer Contact VIRTUAL event. The new platform proved very successful for an interactive Executive MindXchange resulting in a full house of highly engaged participants. Moving from session to session was...
Making Work from Home Work for You – The Long Game
It’s no secret that this year has changed a lot for everyone. Customer experience teams know the impact of COVID-19 all too well. As the world faced this global pandemic, and many business models and product offerings no longer made sense for consumers, it was...