By Patricia Jacoby, Senior Content Specialist, Marketing, Frost & Sullivan | Nov 15, 2023 | CC
Futurist speaker and university instructor Christina “CK” Kerley recently led a session entitled “Shock, Awe and AI” at Customer Contact West: A Frost & Sullivan Executive MindXchange in Huntington Beach, California. CK, who has guided many Fortune 500 companies...
By Robert Globocki | Nov 15, 2023 | CC
Presented by Robert Globocki Vice President, Customer Experience and Billing Operations Hydro One
By Jen Johnson | Oct 16, 2023 | CC
By Jen Johnson Senior Vice President, Call Center Transformation Frontier Communications
By Jermaine Edwards, Author and B2B Customer Growth Strategist | Oct 16, 2023 | CC
Customer Experience 2023: A Frost & Sullivan Executive MindXchange, held in Nashville, Tennessee, this summer, provided a forum for customer contact leaders to share the latest customer experience (CX) strategies and best practices, and to help participants find...
By Michael DeSalles, Principal Analyst, Frost & Sullivan | Oct 16, 2023 | CC
Think about it. 20 years ago, the model for customer service meant giving consumers a toll-free number to call for support. In the years since, simple online automation of basic tasks has evolved to today’s intelligent virtual agents (IVAs) and chatbots. They are...
By Ananth Srinivasan | Sep 18, 2023 | CC
Contact centers play a pivotal role in the modern business landscape, serving as the frontline of customer interactions. However, labor capacity challenges have become a significant issue for contact centers, impacting their ability to deliver exceptional customer...
