Customer Engagement Leadership Council Members

Each year, members of Frost & Sullivan’s Customer Engagement Leadership Council vote on the most important issues facing the customer service industry in their region of the globe. The Council consists of highly dedicated, team-oriented and visionary leaders in customer service, customer experience, operations and marketing who believe in empowering people and enriching lives through their businesses.

The annual Critical Issues become the key areas of focus for member discussion and Council events throughout the year. Programming that focuses on these issues is designed to equip members with the tools and strategies they need to navigate current industry challenges and prepare for the future as well, with the end goal of positioning their organizations for ongoing success.

Customer Engagement Leadership

See below for the issues and areas of focus that members voted to prioritize in 2024. Addressing these issues via Virtual and In-Person Events, Interactive Discussions, Executive Briefs and more will form the foundation of member learnings and experiences in the coming year, but anyone in the industry will benefit from a close reading of the challenges and areas of focus below.


  1. Leveraging Evolving Technologies

Areas of Focus:

  • Integrating multiple platforms and channels to deliver a seamless CX
  • Optimizing automation, AI, and ChatGPT: Best bang for the buck
  • Employing strategies to simplify the agent desktop and minimize customer friction 
  1. The Evolution of Customer Expectations

Areas of Focus:

  • Evolving KPIs and measurements with EX and CX transformation
  • Predicting and meeting modern customer needs
  • Raising the bar on personalization
  • Arriving at a single source of truth from the data
  1. Keeping Pace with Heightened Demands in the Customer Journey

Areas of Focus:

  • Increasing customer’s self-serve needs and functionality and customer adoption
  • Determining and investing in your customer’s CX priorities
  • Ensuring a seamless multichannel customer journey
  1. Competing on Employee Experience

Areas of Focus:

  • Attracting and retaining top talent
  • Engaging employees in a remote/hybrid/virtual workplace to provide the best service
  • Optimizing emerging tools and service automation to enable and motivate great service
  • Nurturing career path and leadership by delivering impactful training
  1. Leadership in an Evolving Contact Center Ecosystem

Areas of Focus:

  • Steering change adoption by contact center teams
  • Planning for leadership succession
  • Cultivating executive champions to ensure the contact center is indispensable to the entire organization
  1. Mapping Root Cause for Proactive Solutions

Areas of Focus:

  • Developing strategies to prevent or minimize future occurrences
  • Delivering faster resolutions
  • Leveraging communication channels and processes for critical incident management

For more information about the Customer Engagement Leadership Council, including applying for membership, please click here.