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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Unlocking Growth with AI-Powered Customer Experience

Dec 11, 2024 | CC, CC Awards, CCE, CCS, CCW, CX Blog

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

Dec 10, 2024 | CC, CC Awards, CCE, CCS, CCW, CX Blog

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

by Millie Gillon, Global Head of Client Experience and Managing Director, Standard Chartered Bank

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

by Neil Crane, Vice President of Product & Technology, Cicero Inc.,

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

by Mark Dean, Chief Strategy Officer, LegalBreeze

Creating Customer-Centric Communications in the Time of COVID-19

by Chad Ghastin, Senior Manager of Customer Experience, JFK International Air Terminal

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

by Aarde Cosseboom, Senior Director of GMS Technology, Analytics, and Product, TechStyle Fashion Group

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

by Moderated by Rachelle Dever, Vice President of Member Care, Cricut

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

by Patricia Jacoby, Senior Content Specialist, Marketing, Frost & Sullivan

With the current health crisis creating unprecedented challenges, Frost & Sullivan recently created a Customer Contact Webinar series comprised...

Five Essential Skills for CX Leaders

by Jerry Leisure, Chief Executive Officer and Founder, Officium Labs

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

by Brian White, Director of Customer Experience-Drizly

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

by Patricia Jacoby, Senior Content Specialist, Marketing, Frost & Sullivan

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

by Steve Riddell, Head of Customer Experience, Better.com

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

by Nate Brown, Senior Director of Customer Experience, Arise Virtual Solutions, Incorporated

Moderated by Nate Brown Head of Customer Experience UL, EHS

watch

Top 10 Ways to Win On CX and Other Key Insights from CX Ecosystem: A Frost & Sullivan Executive MindXchange

by Patricia Jacoby, Senior Content Specialist, Marketing, Frost & Sullivan

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

by James Walker, Senior Vice President, Restaurants, Nathan’s Famous, Incorporated

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

by Millie Gillon, Global Head of Client Experience and Managing Director, Standard Chartered Bank

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

by Kandy White, Senior Vice President, Operations, Altisource

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

by Regan Heckethorn, Vice President, Operations, Allegiant Air

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

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

by Frost & Sullivan

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

by Gordon Littley, Managing Director, Global Customer Experience Practice, Verizon

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

by Gordon Littley, Managing Director, Global Customer Experience Practice, Verizon

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

by Matt Nevill, Customer Community Manager, Agilent Technologies

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

by Frost & Sullivan

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)?

by Gabriele Masili, Global Chief Technology Officer, Customer Service & Support, Microsoft

The Power of Turning a Customer Experience into a Positive Memory

by Michael Truett, Founder and Chief eXperience Officer, ECPJ Advisors

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...