The Customer Contact Blog
A collection of expert insights and event news to help you accelerate growth.
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“Customer for Life” Is an Architecture, Not an Ambition
Adapted from The Customer Excellence Enterprise: A Playbook for Creating Customers for Life By Wayne Simmons and Tom DeWitt, Ph.D. No company sets out to create customers for a single transaction or moment. Ask any leadership team what it wants and a familiar answer...
From Personalization to Autonomous Action: Securing AI Driven Customer Experience
Artificial intelligence is changing customer experience faster than most companies expected. Businesses are moving past simple chatbots and scripted automation. AI can now work out what a customer wants, look at their history, suggest what to do next and in some cases...
BROWSE RECENT POSTS
HEADLINER – The Unlock that is Empowerment
Presented by: Monica Rothgery Chief Operations Officer KFC US
Top Takeaways from the 18th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange
Frost & Sullivan held yet another successful customer contact event, with executives staying engaged throughout the three days of interactive sessions.
EXECUTIVE INSIGHT
Six Questions You Should Ask About CX Implementation
INTRODUCTION At the 18th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange in Tucson, Arizona last week, John Bord,...
Seven Tactics to Reinforce Your Customer Engagement Strategy
As companies evaluate their 2023 marketing spend (after likely reducing spending in 2022), the wise marketer remembers their north star: customer engagement. By embracing proven techniques, addressing these seven assumptions will expand the impact of your digital, physical and omnichannel marketing.
Integrating Design Thinking in Your Long–Term Customer Experience Strategy
Presented by: Cal Austin Innovative Customer Experience Lead – Emerging Markets Pfizer
Join the Customer Engagement Leadership Council
…and connect to a powerful network of collaborators, innovators and achievers
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.
Transformational Stories from Customer Experience Superstars
Moderated by: John Bord Manager, Customer Experience Tucson Electric Power
Reframe Your Thinking To Design Exceptional Customer Experiences
Despite all the change we’ve seen in customer experience (CX) over the past few years, there’s still too much mired in the status quo.
Delivering the Kind of Customer Experience that Drives Financial Performance
Presented by: Vinod Varma Senior Vice President, Patient Experience & Service Operations Oak Street Health
Try these Crowdsourced “Fixes” to Design a Better Customer Experience
Customer experience (CX) thought leaders from around the country recently came together to share industry insights and best practices at the Customer Experience Ecosystem: A Frost & Sullivan Executive MindXchange, held in Minneapolis, Minnesota. The event offered both strategic and tactical solutions to many of today’s most challenging customer experience issues.
Building a Culture Based on Employee Experience
Presented by: David Weisman, Ph.D., CPXP Chief Experience Officer NYC Health + Hospitals
Prioritizing Care in the Healthcare Customer Experience
The best experiences show that a company truly cares and values its customers and employees. Two healthcare organizations that prioritize patient and employee experiences shared their strategies at the recent Customer Experience Ecosystem: A Frost & Sullivan Executive MindXchange event.
Leveraging KPIs for Better Customer Service
Focusing on KPIs can create more personal interactions with customers, and the type of experience you provide to customers does matter – and can be improved because of the “agent score card.”
Success Story – Real-World Initiatives that Increased NPS
Presented by: Barbara Barry Chief Marketing Officer, Max Approvals Former Chief Experience Officer NuVision Federal Credit Union
“Hi John, I See You Have An Upcoming Reservation…”
Organizations capture data at all stages of a customer life cycle. There are three phases in a customer’s life cycle where we have the ability to capture data.
It Comes Down to Trust: A Tool Based Index to Building Cohesive, Productive, Profitable and Happy Teams
High-trusting companies are 2.5 times more likely to be highperforming revenue organizationsthan low-trusting companies. They beat the average annualized
returns of the S&P 500 by 3X the profit.
“Build versus Buy” for Omni channel Contact Center AI Applications
The question of whether to build or to buy is a heavy one to weigh. It’s a dilemma that many business owners and digital leaders face at some point. There is another added level of complexity, the uncharted territory and relatively new area of Natural Language Understanding (NLU) and Conversational AI for Omni channel contact center applications.
Crowdsourcing – A Modern Agent Job Description for a New Business Landscape
A Modern Agent Job Description for a New Business Landscape
The New Path Forward: Media and Entertainment Leaders Lean into Digital and Remote-first Agents
The media and entertainment market has repositioned its content to allow customers to stream at home or from anywhere.
Your Long-Term Strategy Begins with a Plan
This summary will be included in the Executive MindXchange Chronicles, an e-book compilation of key ideas from the 18th Annual Customer Contact East: A Frost & Sullivan Executive MindXchange event.
Listening to Customers through Employees: Creating a Grassroots VoC Program
It should come as no surprise that voluntary turnover in critical customer-facing roles have never been higher. They seem like disconnected problems, but the good news is we can tackle them both at the same time by creating support for a grassroots Voice of the Customer (VOC) program.
An Update on the Travel and Hospitality Industry and its Approach to Customer Care
Customer service has always been relevant in the T&H industry. Sitel Group® research shows that 83 percent of consumers in the T&H segment identify customer experience (CX) as one of their top three most important factors influencing their decision-making process.
Real-World Initiatives that Increased CSAT
This session will focus on a real‐world success story from humble beginnings to rockstar CSAT scores by using lessons learned and best practices to increase CSAT.
The Ushering in of a New Culture
Understanding that the customer must be at the center of any competitive strategy is an important step. Learn how to make your customer happy!
Top 10 Takeaways from the 18th Annual Customer Contact East: A Frost & Sullivan Executive MindXchange
The top 10 takeaways from some of the most insightful sessions of the event, backed up with findings from Frost & Sullivan research and other sources.
Fixes for your Most Vexing Customer Service Issues
Companies need to consider ability to react with more real- time flexibility with marketing, on‐site sales and agent training.
2022 Case History on Achieving Digital Transformation
Digital transformation continues to evolve at lightning speed, technology advancements and adoption are at their peak.
Contact Centers are Here to Stay: How an Intelligent Use of Contact Channels Delights Customers and Drives Efficiency
Choose and implement ideas for an agile and successful customer contact channel strategy & bring the organization up to date on the successes.
Key Considerations to Help Transform Your Customer Experience
Listening to customers is an eco-system that must be the backbone that runs throughout the service experience and leads to success.
Data Drives CX Success in 2022, with Social Media Leading the Way
Businesses must leverage the wealth of data residing in many places to understand ever-changing customer needs fully & meet these goals.
