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An Interactive Customer Service Experience Like No Other

YOUR CUSTOMER IS YOUR TRUE NORTH

Every person, every process, every tool must embed the customer in its DNA. Ignore this at your peril.

TECHNOLOGY IS MOVING FAST

An era of unprecedented change is upon us, driven by the pace of digital technologies. Get a grip on a fast moving landscape of solutions and find innovative ways to provide data-driven customer support.

EFFICIENCY MUST BE WELL THOUGHT OUT

Amidst all the disruption and innovation comes the unabated demand for operational efficiency and effectiveness. Strategically deploy the “must have” processes and technology to stay ahead of both evolving customer expectations and the demands of your senior management.

POWER TO YOUR PEOPLE

Your workforce is transforming and in turn presenting new challenges and new opportunities for brand ambassadorship. You must grasp a new model to attract and develop modern talent, and transition your existing workforce to one that embraces and is empowered by automation.

INSPIRE YOUR PEERS, COLLEAGUES AND YOUR INTELLECTUAL CURIOSITY

Our events are designed for you to open up about your most formidable challenges and forge lasting connections with your industry peers. Ultimately, you will leave the event feeling invigorated, inspired and ready to enact purposeful change.

You’ll Collaborate With:

The right connections can open doors for you. At a Frost & Sullivan Executive MindXchange you’ll be surrounded by top-level executives in the customer contact and customer experience industry, who’ve been vetted by our team to ensure they are the right people for the content and focus of our event.

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Executive

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Management

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Other

Join our growing community of customer contact, customer experience, and operations executives seeking and sharing new ideas and creative approaches to common challenges. Network with Vice Presidents, Directors and Senior Managers of:

  • Contact Centers
  • Customer Experience
  • Customer Satisfaction and Loyalty
  • Operations
  • Customer Analytics

  • Customer Care
  • Customer Service
  • Customer Support
  • Customer Strategy
  • Quality Assurance

Snapshot of Previous Event Participants

AAA
Ace Hardware
ADP Canada
Aetna
Amazon
Ameren Energy
American Express
Audible
Avanti Software
Barclaycard
Blue Cross Blue Shield of Florida
BNY Mellon
Boeing Flight Services
Bristol-Myers Squibb
Cabela’s
Cigna Healthcare
Citi
City of Philadelphia
Coca-Cola
Comcast
CVS Caremark
David Yurman
Deere Employees Credit Union

DHL
Discover Financial Services
Disney
Dow Chemical
eBay
Electronic Arts
Elevate
Entergy
Exelon
EyeMed
ezCater
Facebook
FedEx Corporation
Fidelity Investments
Florida Blue
Google
Hertz
Hilton
Home Depot
Homesite
Hotels.com
HP
HSN

Humana
Intel Corporation
InterContinental Hotels Group
Intuit
Johnson & Johnson
JPMorgan Chase
Kaiser Permanente
Kohl’s Department Stores
Kroger
Liberty Mutual
Lowe’s
Marriott
MasterCard
Match.com
McKesson
Metlife
Microsoft
New Balance
Northwest Bank
Optum
Overstock.com
Pacific Gas and Electric
PayPal

Pfizer
Quicken Loans
Ralph Lauren
Replacements
Ritz-Carlton Hotel Company
Rockland Trust
Royal Caribbean
Safelite AutoGlass
Samsung SDS America
Schneider Electric
Shopify
SiriusXM Radio
Southwest Airlines Company
Starbucks
State Farm
SunTrust Bank
Symantec
Target Corporation
TD Bank
The Wendy’s Company
Thermo Fisher Scientific
TIAA
Tiffany & Co

T-Mobile
TXU Energy
Ubisoft
UnitedHealth Group
Universal Orlando
University of Pittsburgh Medical Center
University of Wisconsin-Madison
UPS
US Airways
US Cellular
USAA
Victoria’s Secret Direct
Virgin Pulse
Vitamix
Walgreens
Walmart
Wal-Mart
Web.com
Wells Fargo
Wyndham Vacation
Xerox
Zappos.com

Our Participants Say It Best


Assistant Vice President, Customer Service, Infinity Property and Casualty Corporation

I walked away from the event with actionable intel from people in the same industry facing the same challenges. Whether having a group of peers validate some of my opinions, or adding insights into the challenges faced by others, the relationships built and takeaways for business and process improvement in my organization were well worth the trip.


Vice President of Customer Care, Fidelity Communications

The event was great for networking as well as having an excellent variety of topics. It truly encompasses a ‘mind exchange’ based on how the various sessions are set up. It gives perspective and helps drive actionable items to bring back to your company. The style and set-up of the conference allowed me to network with peers and higher level positions to find best practices and various take-aways that were actionable and relevant.


Manager, Customer Service & Social Media, eBay

Very informative, so much to take in and great networking. So much information and great topics.


Director of Customer Service, King County Executive Office

I received feedback and actual experience stories from others who have/are facing the same challenges. The ‘speed dating’ in particular was a great quick opportunity to learn about innovations others are rolling out that I can test in my work. Hearing the first-hand accounts of projects and approaches that worked or didn’t and lessons learned was invaluable.


Director, Guest Services, Choice Hotels International

The event was great for networking as well as having an excellent variety of topics. It truly encompasses a ‘mind exchange’ based on how the various sessions are set up. It gives perspective and helps drive actionable items to bring back to your company. The style and set-up of the conference allowed me to network with peers and higher level positions to find best practices and various take-aways that were actionable and relevant.


Vice President, Contact Center Operations, Woodspring Hotels

The content of workshops that I attended were real-world problems that my organization is currently experiencing. It was great to fill up several pages of notes with ideas from industry peers.


Vice President, Enrollment & Contact Center Operations, University of Phoenix

I love the networking at Frost & Sullivan. The ability to network and make genuine connections brings value in that I feel confident I could reach out to anyone that I met to talk about a topic after the conference and would reciprocate for anyone that were to contact me.


Senior Director, GMS Technology, TechStyle Fashion Group

The 15th Anniversary Customer Contact West: A Frost & Sullivan Executive MindXchange was an amazing event catered to customer service professionals. This event had relevant and lively sessions that helped participants and subject matter experts talk about best practices and new innovative ideas. This event wasn’t your typical stuff event with more sales reps than attendees. It was an event that had peer to peer insights and discussions throughout. This isn’t an event for someone who is looking to hide in the back of the room and take notes. It is engaging and allows for everyone to participate in the discussion.  I would recommend this event to anyone who is interested in coming to network and learn about customer service and contact center best practices.


Chief Executive Officer, Officium Labs

The Power of One is a concept my team and I talk about a lot the ability to get 1 % better each day.  Often times, the ability to get 1% better is tied to seeing greatness from those around you.  At Frost & Sullivan's event, I saw greatness in spades.  It was so refreshing to connect with key leaders in the industry and hear about their innovative approaches to transform their team to be best in class CX.  Equally it was illuminating to hear the different ideas that vendor resource and technology companies are engaged in to help these leaders succeed. I definitely have a lot of great material as I continue to be 1% better and become best in class at CX!

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