As virtual and hybrid work arrangements and digital acceleration continue to reshape the very nature of customer contact and customer engagement, it’s critical to stay connected to the latest learnings and trends.

Joining the Customer Engagement Leadership Council is a great way to connect with a network of people and places, collaborate, and check in with peers to see who’s doing what. Membership offers countless opportunities to explore best practices and lessons learned. It’s an investment that can bring both tangible and intangible value and progress to you and your organization.

With dozens of ongoing virtual events led by industry experts, site tours hosted by leading companies, and the return of in-person events, now is the right time to join the Customer Engagement Leadership Council.  Although we’ve always prided ourselves on our top-notch member programs, we are looking forward to upcoming events including:

  • The 18th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange, taking place 10/17 – 10/19 at the Marriott Starr Pass in Tucson, AZ
  • Tucson Electric Power Customer Contact Center Site Tour
  • Virtual Roundtable on Leadership Driven Culture hosted by Definitive Healthcare

Membership will bring a full year of touchpoints for you and your team to create value together. Highlights include our Annual Meeting and networking event where you can play an active role in choosing the Critical Industry Issues the Council will focus on in the year ahead. This year, the Council focused on the following Critical Issues, with ongoing programming providing tools and insights to meet these industry challenges:

The Future of the Workforce — Leveraging automation opportunities, advancing agent skill sets and planning for disruptive digital technologies

Enabling First-Class Self-Serve — Integrating mobile apps, chat bots and social media into strategy and developing agent aptitude in multiple channels

Optimizing the Customer Experience Journey — Keeping up with shifting customer expectations, utilizing automation opportunities and leveraging data-driven insights for better decisions

Achieving Digital Transformation — Maximizing automation opportunities in the contact center, advancing agent skills in the shift to digital, planning for disruptive technologies and their transformational impact

Leadership Driven Culture — Leveraging the Voice of the Employee to impact customer experience, developing purpose driven agents and maintaining customer-centricity

Employee Value Proposition — Raising the bar to connect on a human level and engage with WFH team members, planning for pro-active career paths, measuring employee satisfaction and more

In addition, ongoing in-person and virtual events will form a key part of your membership. This includes access and invitations to an array of roundtables, case histories, site tours and more, all focused on relevant industry topics and growth opportunities, led by customer contact pros and Council colleagues.

As a member, you can attend the 18th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange this October. You can also take advantage of the return of other Frost & Sullivan flagship in-person events. Click here to learn more or apply for membership today.

About the Customer Engagement Leadership Council

The Customer Engagement Leadership Council, a Frost & Sullivan Professional Development Community, is the world’s foremost member-driven, global business leadership network for senior-level executives in customer experience, marketing, and customer care. The Council enables business leaders to deepen customer engagement by focusing on the intersection of critical business and technology issues that will drive growth for themselves and their organizations.