The Customer Contact Blog
A collection of expert insights and event news to help you accelerate growth.
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Determining Strategic Priorities and Tech Investments for Measurable ROI Moderated by Pamela Fusting, Director of Operations, Customer Experience Tennessee Department of Human Services
Abstract Executive expectations for AI deployment continue to rise, and stakeholders increasingly want clear proof of return on investment. Yet many organizations face a measurement gap: traditional KPIs often fail to capture the full value of AI-enabled service...
If the Metric Improved 20%, Would the Customer Notice?
If you work in Customer Experience long enough, you eventually collect a lot of metrics. A lot of metrics. NPS. CSAT. Customer Effort. First Contact Resolution. Response time. Service level. Quality. Productivity. And, lest we forget, that one metric that's been on...
BROWSE RECENT POSTS
Determining Strategic Priorities and Tech Investments for Measurable ROI Moderated by Pamela Fusting, Director of Operations, Customer Experience Tennessee Department of Human Services
Abstract Executive expectations for AI deployment continue to rise, and stakeholders increasingly want clear proof of return on investment. Yet many...
If the Metric Improved 20%, Would the Customer Notice?
If you work in Customer Experience long enough, you eventually collect a lot of metrics. A lot of metrics. NPS. CSAT. Customer Effort. First Contact...
Co-Creating with Customers and Employees to Solve Core Customer Pain Points
Organizations often respond to customer pain with task forces, projects, and transformation initiatives…only to discover they solved symptoms rather...
Hyper-Personalization: Crafting Tailored Experiences for the Modern Consumer
In this excerpt from the Customer Experience 2026: A Frost & Sullivan Executive MindXchange Chronicles, Gavin Johnston, who has over 25 years of...
“Customer for Life” Is an Architecture, Not an Ambition
Adapted from The Customer Excellence Enterprise: A Playbook for Creating Customers for Life By Wayne Simmons and Tom DeWitt, Ph.D. No company sets...
From Personalization to Autonomous Action: Securing AI Driven Customer Experience
Artificial intelligence is changing customer experience faster than most companies expected. Businesses are moving past simple chatbots and scripted...
Your Next Customer May Not Visit Your Website
AI agents are changing where customer journeys begin and exposing what companies have left messy underneath. Your next customer may never touch the...
When Did You Stop Caring? The Call to Reignite Humanity in a World Obsessed with Efficiency
Q&A with Natalie D. Beckerman, Executive Vice President, Chief Business Officer, iQor Known as The Global Customer Experience Connoisseur, Natalie...
Unlocking Competitive Advantage: The Strategic Power of Enterprise Customer Intelligence
In today’s competitive landscape, organizations have access to more customer data than ever before. Advanced analytics, Artificial Intelligence...
HEADLINER VIDEO: AI Without Fear: Building Trust in a Fast-Changing World
Presented by DanaShapir Alviene, Chief Guest Officer, Breeze Airways
Customer Experience 2026: A Frost & Sullivan Executive MindXchange – Building the Architecture for Better Customer Service
Key Themes, Takeaways, and Action Items from the Annual Event The Customer Experience 2026: A Frost & Sullivan Executive MindXchange brought...
Raising the Bar: Delivering Preemptive Customer Service
Presented by Dan Gamber Director of Experiences Bridgestone Retail Operations, LLC
Building Products that Matter to the Customer
Company A built an extremely sophisticated, technically flawless platform and launched it with much fanfare. The president sent congratulatory...
The Missing Layer in Customer Contact Transformation: Metacognitive Energy
Today’s customer contact leaders are operating in one of the most complex environments in modern business. They are being asked to improve customer...
Is Your IVR a ROADBLOCK or a PATHWAY Helping to Resolve Customer Issues?
Fertitta Entertainment Several years ago, struggling to handle call volumes due to understaffing resulting from COVID, we were faced with a few...
HEADLINER – Say YES to What’s Next: Service at the Speed of Change
CX leader Heather Arthur discusses how leaders can say yes to the right things, empower their people and embrace AI …while leading change with...
The Top 10 Strategic Imperatives Reshaping Customer Experience in 2026–2027
Prepare yourself, as the customer experience (CX) field is about to undergo an exciting transformation! Between 2026 and 2027, businesses will...
Balancing Radical Candor and Bold Data Driven Decisions
Leadership at the Center of Service As a seasoned customer experience executive in a contact center, I have learned that great service is never...
FIRESIDE CHAT – Achieving an Adaptive Leadership Mindset
At the 22nd Annual Customer Contact East: A Frost & Sullivan Executive MindXchange, participants were privy to a candid fireside conversation...
Customers Are Rewriting the Self-Service Playbook
From different vantage points, Justin Robbins and Nate Brown are watching the same shift unfold in real time. Customers bypass brand channels, turn...
Customer Contact East: Moving from AI Ambition to Operational Reality
Key Themes, Takeaways, and Action Items for Contact Center Leaders The 22nd Annual Customer Contact East: A Frost & Sullivan Executive...
Beyond the Buzzword: The Operational Playbook for Mastering Effortless Experiences
Takeaways from a Virtual Event Most organizations agree that "customer-centricity" is the goal, yet most fail to operationalize the concept because...
Turning Customer Signals into Better Customer Service
Most organizations are surrounded by signals but struggle to turn those signals into execution that holds. Visibility turns data into understanding,...
Building Human Centered AI at Scale: Lessons from the Frontlines of Customer Experience
As AI adoption has accelerated within financial service organizations, customer experience (CX) leaders face critical decisions and inflection points when it comes to implementation. The conversation has progressed past the point of whether AI is a tool that can be leveraged to reduce costs and improve efficiency.
Customer Inspired Innovation (CII): From Insight to Impact and Sustainable Growth
In an era where markets shift quickly and technologies evolve even faster, one capability continues to distinguish industry leaders from the rest:...
Precision CX: Investing for Maximum Impact
Do you truly know and understand your role? Are your priorities aligned with your strategy? Are you investing in the right solutions and technology?...
One from Lili’s book, my first manager ever. Work CAN be fun.
It was the mid-'90s, and my mother, after seeing me glued to my PC for the hundredth time, said something that changed my life forever: “You spend...
How to Lead Through the Next Decade: Managing Constant Change Fatigue and Change Saturation
The 2025 World Economic Forum's Global Risks Report1 says we’ve entered an era of “polycrisis.” This occurs when crises, from geopolitical conflict...
Mastering Your CX Influence
Mark Levy, author of The Psychology of CX 101 and publisher of the Decoding Customer Experience newsletter, recently led a brainstorm session for...
Your Customer eXperience Is Only as Strong as Your Weakest Partner
When a Partner Missteps, Your Brand Pays the Price Picture this: a customer uses your platform, redeems loyalty points, and expects a high-quality,...
