By Colin Crowley, Vice President of Customer Experience, Freshly | May 10, 2024 | CC, CC Awards, CCE, CCS, CCW, CX Blog
What is the Voice of Customer (VoC)? When your customers speak… do you listen? And do you listen even when they don’t speak? In order to be competitive in customer experience, you need to be in tune with what your customers want and adapt to changing customer needs...
By Aini Ali, Vice President, Service Technology, ADP | May 10, 2024 | CC, CC Awards, CCE, CCS, CCW, CX Blog
Customer Engagement Leadership Council member Aini Ali recently led a virtual member event on the topic of Leveraging Evolving Technologies. Read on for some of the key insights and discussion takeaways shared, designed to help you navigate your organization’s...
By Frost & Sullivan | Jan 20, 2023 | CC, CC Awards, CCW, CX Blog
Areas of focus reflect current industry challenges and opportunities Frost & Sullivan’s Customer Engagement Leadership Council, a member-driven, business leadership network for senior-level executives in the customer experience, customer care and contact center...
By John Bord, Manager, Customer Experience, Tucson Electric Power | Oct 25, 2022 | CC, CC Awards, CCS, CCW, CX Blog
INTRODUCTION At the 18th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange in Tucson, Arizona last week, John Bord, Customer Experience Manager, Tucson Electric Power, offered guidelines and lessons learned implementing successful customer...
By Joe Russo, Assistant Vice President, Automotive Services,ERS Contact Center Operations, AAA - The Auto Club Group | Sep 20, 2021 | CC, CC Awards, CCE, CCS, CCW
Abstract Self-service channels can have significant cost advantages, and even cross channel fallout can reduce employee effort, preserving savings. The design and implementation of these channels can prove less intuitive than we may initially perceive. This discussion...
