About Frost Sullivan

Frost Sullivan

For the past 60 years, Frost & Sullivan has partnered with corporations, cities, governments, and the investor communities to identify, prioritize, and execute on new business opportunities powering clients toward a future shaped by growth.

Frost & Sullivan is thrilled to present our first Customer Contact VIRTUAL event. We’ve brought a growth mindset to our previously in-person Customer Contact Executive MindXchange, re-sizing, re-inventing, and re-invigorating it to offer a multi-dimensional virtual experience to industry leaders at home. This live event will take place September 22-24 and will include four hours of virtual content and interactive experiences each day.

If you’re ready to build a new vision and new strategy in the new normal, we’d love for you to join us! Learn more and register here for this “purposely atypical experience” featuring the following headliners and session topics:

  • Dr. Nicola Millard, Principal Innovation Partner, BT Enterprise CTIO, BT, will discuss Disruption, Dolly, Dilbert and Droids: The ‘D’s Reshaping the Future of Work & the Contact Center. Dr. Millard will help you jumpstart your learning curve with the latest lessons from the pandemic homeworking experiment and envision and prepare for what your office/contact center of the future may look like. Once described as “human caffeine” on Twitter, Dr. Millard injects a positive, people-centered expresso shot to innovation and future strategy!
  • John Riordan, Director of Support, Ireland, Shopify, will give a presentation on WFH – Where from Here (aka WTF!)  This session will help you rethink your plans for the long term, and consider habits you may want to unlearn. John will also explain how to transform and future-proof your work environment. He is uniquely qualified to speak to this topic as he leads a variety of different customer support teams for Shopify, all of whom work from home, a business model he has been an evangelist for over the last 15 years in the US, UK and Ireland. 
  • Christina Pletnewski, Vice President, Customer Experience, Safelite AutoGlass, will lead an EXECUTIVE INSIGHT — Creating a Touchless Experience. Christina will share how Safelite, known for its high touch, high care service, pivoted to to address the changes COVID-19 sparked, building a touchless experience while growing net promoter scores (NPS). Her insights and lessons can help you reimagine your business model and quickly evolve to continue providing your customers with the experience they want. Christina’s wit, curiosity and action orientation play a vital role in driving innovative experiences and solutions at Safelite. 

The event will feature a Virtual Escape Room Challenge, Virtual Platform Demos, Exhibit Halls and Briefing Sessions as well as cutting-edge industry insights and emerging best practices shared in a whole new way. Participants will be able to customize their own agenda and choose from three different collaboration zones: 1: Elevating Agent Experience and Effectiveness 2. Operational Excellence in the New Now and 3: Reimagining the Customer Journey and Experience.

This unique experience will also include high energy, interactive breaks, the Inaugural Virtual Olympics and a Virtual Happy Hour. Participants will leave with timely CC industry strategies, out of the box networking insights, and the real return-on-relationships that Frost & Sullivan Executive MindXchange events are known for around the world, all from the comfort of their home office. (Although we do recommend upgrading your dress code from t-shirts and bathrobes!)

Don’t miss this interactive virtual experience, designed to be an event like no other!

About Frost Sullivan

Frost SullivanFor the past 60 years, Frost & Sullivan has partnered with corporations, cities, governments, and the investor communities to identify, prioritize, and execute on new business opportunities powering clients toward a future shaped by growth.

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