The Customer Contact Blog
A collection of expert insights and event news to help you accelerate growth.
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Unlocking Growth with AI-Powered Customer Experience
Leveraging 2024’s CX Innovations to Create a Winning Strategy for 2025 Introduction In a rapidly evolving digital landscape, AI-powered customer experience (CX) solutions are becoming indispensable as companies seek to strengthen customer loyalty, streamline support,...
Redefining Luxury in the Modern Contact Center Environment
In today's competitive market, the concept of luxury extends beyond premium products and exclusive services. It encompasses exceptional customer experiences, especially within contact centers. As customer expectations evolve, defining luxury in a contact center...
BROWSE RECENT POSTS
The Road to Empathy
You can teach technical skills, but you can’t give someone a heart. It’s easy to say, “Hire for empathy,” but to do so quickly, and at scale is hard...
Join us for our Webinar Week Series: Customer Engagement From Crisis to Opportunity: Reimagining the Customer Experience
Presentations by Neil Crane Vice President of Product & Technology Cicero Inc. Plus thought leaders from Genesys, ServiceNow and SurveyMonkey...
Webinar on Demand:
The Future of Customer Engagement
Creating Customer-Centric Communications in the Time of COVID-19
Over the past months, I’ve received countless emails from companies and organizations that I do business with, and some that I can’t remember the...
An Excerpt from Enable Better Service: A Customer Service Contact Center Story
Chapter 3 - Soft-Serve Your Way to Self-Service Just like the self-service frozen yogurt stores, grocery stores with self-checkout, and banks with...
Webinar Week Presentation: Adjusting Your CX Strategy in the Midst of COVID-19
In this webinar you will learn how to be nimble and still deliver your CX strategy as we face the COVID-19 pandemic. Specifically, we will discuss...
Customer Contact Webinar Week: Essential Take-Aways
With the current health crisis creating unprecedented challenges, Frost & Sullivan recently created a Customer Contact Webinar series comprised...
Five Essential Skills for CX Leaders
The work of the customer experience leader is infinitely complex. We must be capable of telling compelling stories through a combination of the...
Five Tips to Make your Customer Experience Team Ready for Growth
Since 2012, Drizly has worked to build the nation’s first and largest alcohol e-commerce marketplace and delivery platform. After a months-long...
Q&A with John Broderick, Chief Executive Officer, Cicero, Inc.
A Customer Engagement Leadership Council Member
We recently caught up with John Broderick, who has held the title of Chief Executive Officer of Cicero Inc., for the last fifteen years. Cicero is a...
Why Companies Fail In Pursuit of Delivering Great Customer Experiences
Imagine my surprise when speaking at a recent summit for Customer Experience Officers when I asked the audience to define their "company's customer...
Featured Video: Ask the Experts Panel Discussion Socializing CX Across the Organization
Moderated by Nate Brown Head of Customer Experience UL, EHS
Top 10 Ways to Win On CX and Other Key Insights from CX Ecosystem: A Frost & Sullivan Executive MindXchange
By Patricia Jacoby Senior Editor, Marketing Frost & Sullivan On February, 25th Customer Experience experts, executives and leaders looking to...
Innovation and Disruption in the Restaurant Customer Experience
As of last year, the U.S. restaurant industry has grown to over 1 million locations, generating an estimated $863 billion dollars in sales. The over...
The Road to Customer Centricity
The road to customer centricity is long and winding. It's different for each organization. Many organizations will try to achieve it, some will...
Strategic Boardroom: Meeting the Unique Challenges of the Enterprise Contact Center
Today’s contact centers are complex, with many stakeholders, many opinions, and many objectives. Read on for key insights from an interactive...
SUCCESS STORY: Hiring for Staying Power and Brand Fit
Contact Center employees directly reflect your business and are instrumental in the success of your brand. Are you having challenges with finding...
The B2B Customer Has High Expectations: How Can You Meet Them?
By Juntae DeLane Senior Digital Brand Manager University of Southern California Founder, Digital Branding Institute There are big differences...
3 Compelling Reasons to Join the Customer Engagement Leadership Council
1. The Council is supported by a growth strategy company fifty years strong The Customer Engagement Leadership Council is underpinned by Frost &...
CX Improvement: The need to put consumer data protection and privacy first
Customer experience (CX) improvement has become sort of a holy grail of digital transformation. Every business wants to deliver superior CX, which...
Customer Personalization: The time is now for customized experiences
Presented by Gordon Littley Managing Director, Global Customer Experience Practice Verizon In recent years customer personalization has become...
AGILENT CASE STUDY: Creating a Successful Online Community
Agilent Technologies, a global leader in instruments, software, services, solutions for life sciences, diagnostics and applied chemical markets,...
The Five Cs of True Omnichannel Experiences
When I first started designing omnichannel experiences just over 10 years ago, I couldn’t find much guidance. Mobile was still nascent; neither the...
Who Should Lead Customer Experience (CX)?
The Power of Turning a Customer Experience into a Positive Memory
You know the saying…. “You can't please everyone,” but as customer experience professionals, that is exactly what we are trying to do. Let's define...
Customer Experiences That Inspire Connection
Many of us view customer experience wholly from the perspective of the interactions a customer has with an organization and believe companies that...
EXECUTIVE INSIGHT: Mapping Root Cause for Proactive Solutions
In this preview piece from the upcoming Customer Contact West: A Frost & Sullivan Executive MindXchange Chronicles eBook, Aisha Ponds shares key...
Executive Insight Video: Preparing for Big Disruption as Entry Barriers Come Down
Top Takeaways from the 15th Anniversary Customer Contact West: A Frost & Sullivan Executive MindXchange
The 15th Anniversary Customer Contact West: A Frost & Sullivan Executive MindXchange in Huntington Beach, California, was a meeting of...
AI Meets Global Fashion Brands — with Fantastic Results!
Aarde Cosseboom recently led a Virtual Executive Assembly for members of Frost & Sullivan’s Customer Engagement Leadership Council where he...