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 &...
By Christina Pletnewski, Vice President, Customer Experience, Safelite AutoGlass | Jan 7, 2021 | CC, CCE, CCS, CCW
Last year COVID-19 rocked the way we live and conduct business. Overnight, customer expectations changed and for Safelite AutoGlass it meant that we had to change how we serviced customers. It is in our DNA to talk with our customers during service, to offer a...
By Philip Purdy, Head of Customer Services, Community Fibre Limited | Nov 19, 2020 | CCE, CCS, CCW
When we talk about Voice of the Customer what do we mean? Well, in essence, it is the process of capturing the customer’s expectations, preferences and aversions. It doesn’t really matter what industry you work in, you are likely to face the same customer...
