By Alpa Shah, Global Vice President – CX Practice, Frost & Sullivan | Feb 23, 2021 | CC, CCE, CCS, CCW
INTRODUCTION Agents are the front lines in handling customer emotions. Often when customers call, they have already exhausted poorly designed self-service options and are in a state of frustration by the time the agent takes the call. The COVID-19 pandemic has...
By James Dodkins, Founder and CX Rockstar, ROCKSTAR CX | Feb 5, 2021 | CC, CCE, CCS, CCW
James Dodkins used to be an actual, real life, award-winning rockstar. He played guitar in a heavy metal band, released albums and tore up stages all over the world. James uses this unique experience to energize, empower and inspire his clients and their teams as a...
By Flosshilda LaBrado, Senior Manager, Frontline Systems Experience, T-Mobile | Feb 3, 2021 | CC, CCE, CCS, CCW
We know that requiring less of our customers results in happy and loyal customers (check out Matt Dixon’s The Effortless Experience). Customers do not want to have to interact with a service provider, but when they do, the experience should be easy and a delight. So...
By Tiffany Stroupe, Senior Group Manager, Customer Feedback, Hyundai | Jan 18, 2021 | CC, CCE, CCS, CCW
What is the magic answer to unlocking the Customer Experience? The answer is… there is no magic. The Customer Experience (CX) requires being open to change, fully understanding all facets of the experience, being where your customers want to be, and hearing their...
By Samir Sakpal, Director of Consulting, ICT, Americas at Frost & Sullivan | Jan 18, 2021 | CCE, CCS, CCW
Introduction – Growth of IT-OT convergence in industrial verticals As networks evolve and elements such as ultra-low latency and network dependency are in the center of this evolution, organizations are driving the initiative of automating processes through...
By Vinod Varma, Vice President, Omnichannel Service Experience, UnitedHealthcare | Jan 7, 2021 | CC, CCE, CCS, CCW
Frost & Sullivan recently posed a few timely questions to customer experience industry expert Vinod Varma, who will be leading a session, Rebooting Your CX Initiatives: Advancing from Insights, to Organizational Strategy, at Customer Contact VIRTUAL: A Frost &...
