The Top 10 Strategic Imperatives Reshaping Customer Experience in 2026–2027
Prepare yourself, as the customer experience (CX) field is about to undergo an exciting transformation! Between 2026 and 2027, businesses will transition from merely dabbling in artificial intelligence (AI) to fully embracing AI-powered operations. This remarkable...
Balancing Radical Candor and Bold Data Driven Decisions
Leadership at the Center of Service As a seasoned customer experience executive in a contact center, I have learned that great service is never accidental. It comes from disciplined leadership, clear priorities, and a deep respect for both the customer and the...
FIRESIDE CHAT – Achieving an Adaptive Leadership Mindset
At the 22nd Annual Customer Contact East: A Frost & Sullivan Executive MindXchange, participants were privy to a candid fireside conversation between two contact center leaders with over 30 years in the call center space. Krista Scott and Shannon Yeats explored...
Customers Are Rewriting the Self-Service Playbook
From different vantage points, Justin Robbins and Nate Brown are watching the same shift unfold in real time. Customers bypass brand channels, turn to AI-driven search and public communities, and resolve issues before companies ever enter the picture. This joint post...
