From Cost Center to Value Center: The 5 A’s of Successful Customer Engagement
The state of customer engagement is in crisis. Veteran Tech Crunch reporter Ron Miller declared 2022 “the year customer experience died,” reflecting customers’ widespread frustration with impersonal and inefficient service interactions. While the situation...
EXECUTIVE BRIEF – Leveraging Emerging Technologies: Optimizing Automation, AI, and ChatGPT
In a recent brainstorm roundtable for Frost & Sullivan’s Customer Engagement Leadership Council, Mariano Gutierrez focused on the critical council issue of leveraging evolving technologies. Part presentation and part spontaneous group discussion, the session...
From Smart Phones to Smart Things, from Apps to AI: Q & A with Christina “CK” Kerley Keynoter, Futurist & Instructor – Rutgers Business School
Frost & Sullivan recently caught up with noted Keynote Speaker and Futurist Christina “CK” Kerley, who will be the opening headliner at the 20th Anniversary Customer Contact West: A Frost & Sullivan Executive MindXchange in Tucson AZ next month. CK, who is...
Delighting Clients is Stupid
I believe companies absolutely must provide a great customer experience (which should come as some relief to the people who pay me to help do that). Especially in mature, low engagement, largely commoditized businesses like mine (insurance), client experience is...