The Customer Contact Blog

A collection of expert insights and event news to help you accelerate growth.

Show Me the Money – A Step-by-Step Guide

by Mark Levy | February 12, 2025 | CC, CC Awards, CCE, CCS, CCW, CX Blog, Uncategorized | 0 Comments

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 because the impact isn’t spelled out in dollars. Too many CX teams track metrics that don’t resonate with execs, making it easy for them to dismiss our work as a “nice to have” instead of a business...

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Contact Center Solutions Outlook for 2024

Nov 19, 2024 | CC, CCE, CCS, CCW, CX Blog

During the COVID-19 pandemic, the Customer Experience (CX) industry saw a significant shift with the adoption of work-at-home (WAH) models and cloud-based contact center-as-a-service (CCaaS), driving investments up in 2021 and 2022. As companies aim to align CX with...

Meeting Evolving Customer Expectations

Nov 19, 2024 | CC, CCE, CCS, CCW, CX Blog

Regardless of industry —finance, insurance, technology, or healthcare -- CX-related challenges that we face are remarkably similar. One challenge that we CX practitioners deal with on a daily basis is evolving customer expectations. The reality is that no matter what...

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Keeping Up With Today’s Complex Customers: Highlights from the 11th Annual Customer Contact, Europe: A Frost & Sullivan Executive MindXchange

by Stephen Loynd, Global Program Director, Digital Transformation Practice, Frost and Sullivan

Introduction One of the primary themes of this year’s 11th Annual Customer Contact Europe: A Frost & Sullivan Executive MindXchange, was how...