The Customer Contact Blog
A collection of expert insights and event news to help you accelerate growth.
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The Impact of the Digital Age on Customer Service
AI Takes the Stage In recent years, customer service has undergone an unprecedented transformation driven by digitalization and, especially, by the emergence of artificial intelligence (AI). Companies have gone from relying almost exclusively on human agents and...
What AI Brings to the Future of Customer Experience (CX): Using Agentic AI, Embedded Security, and Next-Gen Knowledge Management to Drive Brand Loyalty
This blog is based on our analysis, AI Orchestration in CX – Powering Innovation & Transformation authored by Frost & Sullivan’s growth expert, Bernardin Arnason from the Contact Center Solutions team. From autonomous agents that think and act like humans, to...
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The Impact of the Digital Age on Customer Service
AI Takes the Stage In recent years, customer service has undergone an unprecedented transformation driven by digitalization and, especially, by the...
What AI Brings to the Future of Customer Experience (CX): Using Agentic AI, Embedded Security, and Next-Gen Knowledge Management to Drive Brand Loyalty
This blog is based on our analysis, AI Orchestration in CX – Powering Innovation & Transformation authored by Frost & Sullivan’s growth...
Breaking the Burnout Cycle in Customer Service Teams
According to a recent 2025 Business Education article, job burnout has reached an all-time high of 66% in customer service teams. I feel this...
The Psychology of CX 101: Master the Hidden Drivers of Customer Behavior
A conversation with Mark Levy, Author and Head of Consumer Product and Customer Experience at Frontier Communications Frost & Sullivan recently...
Coaching for Success: Hybrid and Remote Contact Centers
The customer experience landscape is in the midst of a profound shift. Hybrid and remote contact centers are no longer temporary responses to a...
EXECUTIVE BULLETIN – Raising the CX Bar with a Unified Data and Analytics Strategy
Succeeding in a New Age of Digitally Powered Customer Interaction was the theme of Customer Experience 2025: A Frost & Sullivan Executive...
The Biggest Lie We Tell Our Customers
“We will use your feedback to improve future experiences.” It is a phrase we have all seen at the end of customer surveys, splashed across landing...
Empowering Women in CX: Leadership Alliance Workshop Returns to Frost & Sullivan’s 21st Annual Customer Contact West
Customer contact leader extraordinaire Natalie Beckerman, who has run top tier, large scale operations while driving transformation and change...
Mastering Resilience: How to Become a Resilient Leader
A resilient leader is someone who not only survives adversity but thrives in it, leading their teams with confidence and clarity. This article will...
Customer Experience 2025: A Frost & Sullivan Executive MindXchange – Key Take-Aways
Elevating CX Requires Alignment of ALL Stakeholders, Including Customers Introduction At Customer Experience 2025, held in LA recently, Frost...
HEADLINER VIDEO – Unified Vision: Building a CX Strategy Supporting Strategic and Tactical Decision Making
Presentation by Maribeth Duggins Director, Customer Insights McKesson
AI and the Content Creator: Evolution, not Extinction
Content creators often approach AI with concern. Will the new technology put us out of a job? Is the pursuit of greatness in customer experiences...
Headliners, Highlights and How-To’s from the 21st Annual Customer Contact East: A Frost & Sullivan Executive MindXchange
Participants at the 21st Annual Customer Contact East: A Frost & Sullivan Executive MindXchange in Fort Lauderdale benefited from a wealth of...
KEYNOTE VIDEO – Technology Enablement for Personalized and Predictive Services
Presentation by Anindya Sundar Das Senior Director, Head of Global Service Design Uber
Still Measuring Customer Satisfaction? That Might Be the Problem
Imagine: You go out to dinner. The table’s clean. The food arrives on time. The service is polite. Nothing goes wrong. Later, someone asks, “How was...
Q&A with Natalie, Beckerman, Global Head, Customer Support Operations, IHG Hotels & Resorts
From the Frontlines to the Strategy Room: Beckerman’s Playbook for CX Success Frost & Sullivan recently chatted with customer contact leader...
The Brand is the Experience — Not the Ad
A Call for Marketing and CX Leaders to Deliver on the Promise, Not Just the Pitch Let’s rewind for a second. Do you remember when “false...
Tellerless Branches: Improving CX through Digital Transformation
Presented by David Eldred Chief Experience Officer Solarity Credit Union
HEADLINER VIDEO – Leadership Transitions: Growing and Developing Your Rising Stars
Presented by Bobby Thompson Director of Operations Beazer Homes
Harnessing Data and Analytics for Strategic Advantage
Essential Takeaways from a Presentation by Melinda Ellsworth, Senior Director, Customer Experience, Watkins Wellness Introduction Customer...
CX Leaders Navigate Disruption in a New Era of Customer Contact
2025’s Customer Contact East: A Frost & Sullivan Executive MindXchange provided valuable insights into navigating the evolving customer...
Fueling Decision-Making with Data
Presentation by Michael Wireko Vice President, Customer Care Grubhub
How AI Will Transform—Not Replace—Your CX Role
Every day, AI gets a little better at stuff we used to think only humans could do. It analyzes customer feedback, predicts behavior, and...
The Customer Experience Oversight: Why Your Hiring Process Is More Critical Than You Realize
The Hidden Cost of Your Hiring Process: Your Customers You’ve invested millions in customer experience (CX). Fancy software. Slick interfaces....
AI Integration and Strategy: Proactively Planning for Smooth AI Deployment
Members of Frost & Sullivan’s Customer Engagement Leadership Council recently participated in a group discussion designed to generate ideas and...
Go and See the Work: Making the Invisible Visible
It was fall, and I had just been hired to lead community outreach and patient engagement for an organization centered on serving patients with...
The Evolution (or Destruction) of Customer Experience
The field of Customer Experience (CX) is undergoing radical transformations. The digital age, characterized by rapid technological advancements and...
Show Me the Money – A Step-by-Step Guide
Last month, I broke down why proving CX ROI is such a struggle. I’ve been there—knowing the work delivers real value but watching leadership shrug...
Numbers are Not Enough: How to Tell a Story with Data
Guidelines for gaining corporate buy-in and making ideas stick I’ve presented a lot of data. Data that made perfect sense to me and data that told...
ASK THE EXPERTS! Panel Discussion – Do This, Not That: How We’re Using AI and How It’s Working Out
Moderator Cippy Seidler, Director, Consumer Care Center, Banner Health Panelists Heather Arthur, Vice President, Canada Contact Centres, Scotiabank...