The Customer Contact Blog

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

Fueling Decision-Making with Data

by By Michael Wireko | April 10, 2025 | CC, CC Awards, CCE, CCS, CCW, CX Blog | 0 Comments

Presentation by Michael Wireko Vice President, Customer Care Grubhub

FEATURED

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

Feb 12, 2025 | CC, CC Awards, CCE, CCS, CCW, CX Blog, Uncategorized

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...

Numbers are Not Enough: How to Tell a Story with Data

Feb 12, 2025 | CC, CC Awards, CCE, CCS, CCW, CX Blog

Guidelines for gaining corporate buy-in and making ideas stick I’ve presented a lot of data. Data that made perfect sense to me and data that told a story. I’ve created beautiful charts that reflected massive return on investments (ROI’s). I’ve received looks of...

BROWSE RECENT POSTS

Top Takeaways from Customer Contact VIRTUAL:
A Frost & Sullivan Executive MindXchange

by Alpa Shah, Global Vice President – CX Practice, Frost & Sullivan

Last September, Frost & Sullivan launched our first ever Customer Contact VIRTUAL event. The new platform proved very successful for an...

Making Work from Home Work for You – The Long Game

by Chris Vetrano, Head of Partner and Customer Engagement for Transit, Bikes, and Scooters, Lyft

It’s no secret that this year has changed a lot for everyone. Customer experience teams know the impact of COVID-19 all too well. As the world faced...

The Returns from Investing In your Customer Experience
Adapted from DoingCXRight.com

by By Stacy Sherman, Customer Experience Keynote Speaker, Advisor and Author

By Stacy Sherman Customer Experience Strategist and Practitioner Over the years, we often hear “The customer is always right.” While “always” may...

Webinar on Demand
Customer Story: Maximize Human Capital to Increase Loyalty and Profitability

by Frost & Sullivan

5 Things Teams Can Do To Help Each Other Thrive While Working From Home
From a teamwork expert who has helped everyone from Google to the Oakland A’s

by Mike Robbins, Motivational Speaker and Author, Mike Robbins, LLC

By Mike Robbins Motivational Speaker and Author Mike Robbins, LLC The coronavirus has had a significant impact on the world, the economy, and just...

Get ready for Customer Contact VIRTUAL: A Frost & Sullivan Executive MindXchange Coming 9/22-9/24

by Frost & Sullivan

Frost & Sullivan is thrilled to present our first Customer Contact VIRTUAL event. We’ve brought a growth mindset to our previously in-person...

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...