By Alpa Shah, Global Vice President of Customer Experience, Frost & Sullivan | 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,...
By By Chad Anderson, Vendor Manager of Customer Care Operations, Mercedes-Benz USA | 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...
By Andrew Deutscher, Founder, Regenerate | Dec 10, 2024 | CC, CC Awards, CCE, CCS, CCW, CX Blog
What’s the difference between prioritization and compartmentalization? One entails putting things in order while the other means putting them into categories. You need these skills, and so do your teams, especially in a time where we’re working more hours and...
By Suzy Weaver, Chief Customer Officer, Slavic401k | Oct 25, 2024 | CC, CC Awards, CCE, CCS, CCW, CX Blog
Creating a customer-centric culture in contact centers requires more than just good intentions; it demands a strategic shift and unwavering leadership commitment. Fostering a culture of empathy, empowerment, and understanding that places the customer at the center of...
By Brett Frazer, Customer Experience Leader, Author, The 5 As of Successful Customer Engagement | Oct 25, 2024 | CC, CC Awards, CCE, CCS, CCW, CX Blog
The state of customer engagement is in crisis. Veteran Tech Crunch reporter Ron Miller declared 2022 “the year customer experience died,” reflecting customers’ widespread frustration with impersonal and inefficient service interactions. While the situation...
By Mariano Gutierrez, Former Head of Marketing Transformation Program, MetLife | Oct 25, 2024 | CC, CC Awards, CCE, CCS, CCW, CX Blog
In a recent brainstorm roundtable for Frost & Sullivan’s Customer Engagement Leadership Council, Mariano Gutierrez focused on the critical council issue of leveraging evolving technologies. Part presentation and part spontaneous group discussion, the session...
