The Human Touch in Crisis: AI’s Dramatic Potential Takeover Could Redefine Customer Engagement
Introduction Straight talk – customer service is at another crossroads, with generative AI leading the charge this time around. More than just a tech upgrade, it’s a game-changer, poised to boost efficiency but almost certain to dilute empathy. We’re moving...
EXECUTIVE INSIGHT – Agents of the Future: New Roles, Competencies, Expectations and Opportunities
Participants at the 19th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange held in Huntington Beach, California, left with a wealth of ideas and strategies to address current and emerging industry challenges. As a case in point, in her...
Crowdsourcing Tactical Solutions to Your Most Vexing Customer Challenges – Part 2
At the 18th Annual Customer Contact East: A Frost & Sullivan Executive MindXchange, participants chose between six interactive brainstorming sessions and crowdsourced solutions to some of today’s most pressing customer service challenges. Read on for key ideas and...
Executive Brief | Planning for Shifting Demographics
Introduction Many companies have expressed commitment to improving inclusion and equality for diverse customers. However, inclusion efforts often fail to include accessibility, which prevents disabled people and possibly other diversity groups from engaging with your...