By Mark Levy | Jan 15, 2025 | CC, CC Awards, CCE, CCS, CCW, CX Blog
You know the drill. Someone in leadership leans in, raises an eyebrow, and hits you with the classic: “What’s the ROI of this?” And if you’re in CX, that question can feel like trying to explain why your dog needs a $200 grooming bill—you know it’s worth it, but it’s...
By Alpa Shah, Global Vice President of Customer Experience, Frost & Sullivan | Dec 11, 2024 | CC, CC Awards, CCE, CCS, CCW, CX Blog
Leveraging 2024’s CX Innovations to Create a Winning Strategy for 2025 Introduction In a rapidly evolving digital landscape, AI-powered customer experience (CX) solutions are becoming indispensable as companies seek to strengthen customer loyalty, streamline support,...
By By Chad Anderson, Vendor Manager of Customer Care Operations, Mercedes-Benz USA | Dec 10, 2024 | CC, CC Awards, CCE, CCS, CCW, CX Blog
In today’s competitive market, the concept of luxury extends beyond premium products and exclusive services. It encompasses exceptional customer experiences, especially within contact centers. As customer expectations evolve, defining luxury in a contact center...
By Andrew Deutscher, Founder, Regenerate | Dec 10, 2024 | CC, CC Awards, CCE, CCS, CCW, CX Blog
What’s the difference between prioritization and compartmentalization? One entails putting things in order while the other means putting them into categories. You need these skills, and so do your teams, especially in a time where we’re working more hours and...
By Michael DeSalles, Principal Analyst, Frost & Sullivan | Nov 19, 2024 | CC, CCE, CCS, CCW, CX Blog
Introduction Newsflash! This year’s 20th Anniversary Annual Contact West: A Frost & Sullivan Executive MindXchange, was recently held at the JW Marriott Starr Pass in Tucson. It was a unique meeting of innovative, enthusiastic and collaborative minds. The event...
By Sneha Nair, Content Innovation Manager, Frost & Sullivan | Nov 19, 2024 | CC, CCE, CCS, CCW, CX Blog
During the COVID-19 pandemic, the Customer Experience (CX) industry saw a significant shift with the adoption of work-at-home (WAH) models and cloud-based contact center-as-a-service (CCaaS), driving investments up in 2021 and 2022. As companies aim to align CX with...
