The Customer Contact Blog
A collection of expert insights and event news to help you accelerate growth.
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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 options. Add an IVR and try to divert callers, making it harder to get to an agent. Or, add a customer-led conversational AI...
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 empathy and courage.
BROWSE RECENT POSTS
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,...
HEADLINER VIDEO – Maximizing Value through Balanced Service Interactions
Headliner Video – Presented by Nate Brown Head of CX Advisory Metrics Sherpa
Master the Art of Executive Storytelling: From Analytics to Influence
In her Capstone presentation at the 21st Annual Customer Contact West: A Frost & Sullivan Executive MindXchange, Alisha Hightower discussed how...
Headliner Video – Raising the Bar: Delivering Preemptive Customer Service
Headliner Video – Presented by Dan Gamber, Director of Experiences, Bridgestone Retail Operations, LLC
Elevating Customer Experience Through Strategic Innovation
Key Takeaways from the 21st Annual Customer Contact West: A Frost & Sullivan Executive MindXchange At Frost & Sullivan’s 21st Annual...
Staying Agile Amid Disruption: Lead from Your CORE to Turn Uncertainty into Advantage
Change is constant, and disruption rarely gives a heads-up. When everything is shifting (markets, customers, teams) how do leaders keep people...
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: 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 in customer service teams has reached an all-time high of 66%. 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...
