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...
By Michael Truett, Founder and Chief eXperience Officer, ECPJ Advisors | Apr 7, 2021 | CC, CC Awards, CCE, CCS, CCW, CX Blog, Featured
As we move past one year of the pandemic, has your customer experience focus changed to reflect evolving circumstances? As many businesses struggle to meet the changing needs of their customers, others are thriving and reaching all- time highs. Let’s look at...
By Gordon Littley, Managing Director, Global Customer Experience Practice, Verizon | Feb 12, 2020 | CC, CC Awards, CCE, CCS, CCW
Presented by Gordon Littley Managing Director, Global Customer Experience Practice Verizon In recent years customer personalization has become ubiquitous. Consumers have come to expect a growing variety of customized experiences. Today, they are even willing to change...
