Breaking the Burnout Cycle in Customer Service Teams
According to a recent 2025 Business Education article, job burnout in customer service teams has reached an all-time high of 66%. I feel this deeply! During my two decades in customer service leadership, I have witnessed a noticeable shift in how employees are coping...
The Psychology of CX 101: Master the Hidden Drivers of Customer Behavior
A conversation with Mark Levy, Author and Head of Consumer Product and Customer Experience at Frontier Communications Frost & Sullivan recently caught up with Mark Levy, Head of Consumer Product and Customer Experience at Frontier Communications, to talk about his...
Coaching for Success: Hybrid and Remote Contact Centers
The customer experience landscape is in the midst of a profound shift. Hybrid and remote contact centers are no longer temporary responses to a global disruption; they are the new operating model for many organizations. Yet while the structures have changed, one thing...
EXECUTIVE BULLETIN – Raising the CX Bar with a Unified Data and Analytics Strategy
Succeeding in a New Age of Digitally Powered Customer Interaction was the theme of Customer Experience 2025: A Frost & Sullivan Executive MindXchange, an outstanding event held in Los Angeles recently. This highly interactive, two-day happening provided a forum...