By Michael Truett, Founder and Chief eXperience Officer, ECPJ Advisors | Jan 9, 2020 | CCE, CCS, CCW, CX Blog
You know the saying…. “You can’t please everyone,” but as customer experience professionals, that is exactly what we are trying to do. Let’s define what Customer experience means. Customer experience can and should include a lot of elements, however,...
By Jenna McCann Messer, Director, Customer Experience, 1-800-Flowers.com | Jan 9, 2020 | CC, CCE, CCS, CX Blog
Many of us view customer experience wholly from the perspective of the interactions a customer has with an organization and believe companies that are ‘customer-centric’ are those that work tirelessly to ensure that each consumer touchpoint is positive and seamless....
By Aisha Ponds, Director, BCBS NC | Nov 18, 2019 | CCE, CCS, CCW
In this preview piece from the upcoming Customer Contact West: A Frost & Sullivan Executive MindXchange Chronicles eBook, Aisha Ponds shares key insights and outlines a process to help organizations map the root causes of customer service issues and develop...
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...
