By Patricia Jacoby, Senior Content Specialist, Marketing, Frost & Sullivan | Mar 19, 2025 | CC, CC Awards, CCE, CCS, CCW, CX Blog
Members of Frost & Sullivan’s Customer Engagement Leadership Council recently participated in a group discussion designed to generate ideas and problem-solve about shared challenges implementing and integrating AI in the enterprise. Read on for key details and...
By Kat Ketter | Mar 11, 2025 | CC, CC Awards, CCE, CCS, CCW, CX Blog
It was fall, and I had just been hired to lead community outreach and patient engagement for an organization centered on serving patients with chronic conditions. Anchored in the heart of value-based care, the organization focused on work that would keep older adults...
By Sean Albertson | Mar 11, 2025 | CC, CC Awards, CCE, CCS, CCW, CX Blog
The field of Customer Experience (CX) is undergoing radical transformations. The digital age, characterized by rapid technological advancements and a shift towards data-driven practices, is reshaping how most companies approach CX. Traditional methods such as surveys...
By Mark Levy | 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...
By Bryce Ackerman | 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...
By Cippy Seidler, Director, Consumer Care Center, Banner Health | Feb 12, 2025 | CC, CC Awards, CCE, CCS, CCW, CX Blog
Moderator Cippy Seidler, Director, Consumer Care Center, Banner Health Panelists Heather Arthur, Vice President, Canada Contact Centres, Scotiabank Jeff Grant, Senior Technology Consultant, Enterprise Contact Center, Southwest Airlines Andy Lisk, Vice President,...
