Customer Contact East: Moving from AI Ambition to Operational Reality
Key Themes, Takeaways, and Action Items for Contact Center Leaders The 22nd Annual Customer Contact East: A Frost & Sullivan Executive MindXchange held in Fort Lauderdale, brought together senior contact center and CX leaders for several days of candid,...
Beyond the Buzzword: The Operational Playbook for Mastering Effortless Experiences
Takeaways from a Virtual Event Most organizations agree that “customer-centricity” is the goal, yet most fail to operationalize the concept because they treat research as a phase rather than a pulse. In a virtual, members-only event, Â thought leader David...
Turning Customer Signals into Better Customer Service
Most organizations are surrounded by signals but struggle to turn those signals into execution that holds. Visibility turns data into understanding, and understanding must translate into decisions that carry across the enterprise. The Gap Between Signals and Execution...
Building Human Centered AI at Scale: Lessons from the Frontlines of Customer Experience
The Intersection of Performance and Trust As AI adoption has accelerated within financial service organizations, customer experience (CX) leaders face critical decisions and inflection points when it comes to implementation. The conversation has progressed past the...
