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...
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...