By Alpa Shah, Global Vice President – CX Practice, Frost & Sullivan | Nov 14, 2019 | CCE, CCS, CCW, CX Blog
The 15th Anniversary Customer Contact West: A Frost & Sullivan Executive MindXchange in Huntington Beach, California, was a meeting of innovative, enthusiastic, collaborative, and analytical minds. This year, the main challenges discussed by contact center leaders...
By Aarde Cosseboom, Senior Director of GMS Technology, Analytics, and Product, TechStyle Fashion Group | Nov 14, 2019 | CCE, CCS, CCW
Aarde Cosseboom recently led a Virtual Executive Assembly for members of Frost & Sullivan’s Customer Engagement Leadership Council where he shared insights about TechStyle Fashion Group’s significant success leveraging AI in the Contact Center. Here we dig deeper...
By Jason Harvison, Interim Chief Executive Officer, Elevate | Nov 14, 2019 | CCE, CCS, CCW
At Elevate, we are constantly gathering feedback to improve the customer experience. April Sealy, Vice President of Operations, notes that as the products become easier to use, customer satisfaction increases. The Operations team even created a Customer Effort Score...
By Kathy O' Mahony, Personal Market Manager, Direct Banking, AIB | Nov 1, 2019 | CC, CCE, CCS, CCW, CX Blog
Kathy O’Mahony, Homes Direct Manager, AIB, recently presented a Virtual Executive Assembly (VEA) on Effortless Customer Experience to select members of the Customer Engagement Leadership Council, Europe. The Council is the world’s foremost member-driven, global...
By Scott Merritt, Vice President, Global Head of Automation, Jacada | Sep 17, 2019 | CC, CCE, CCS, CCW, CX Blog
Recently, Head of Automation Scott Merritt sat down with the TechTalk team and discussed the ways in which organizations seek to benefit from customer service automation. Most of us think of automation as the software that enables us to request an Uber on our mobile...
