By Carolyn Muise, Vice President, Chief Customer Office, Voice of the Customer, Analytics and Intelligence, Dell | Sep 25, 2017 | CCE, CCW
Carolyn Muise will be presenting the opening keynote, Driving the Organization’s Strategy via Actionable Voice of the Customer at Customer Contact West: A Frost & Sullivan Executive MindXchange in Huntington Beach, California this October. Here, she provides a...
By Burges Karkaria | Sep 14, 2017 | CCE
SESSION ABSTRACT Analytics provides the essential tuning needed to optimize the organizational engine. Big Data (and insights and predictions gained from the same) is becoming more and more a differentiating factor for several progressive companies. This session...
By Rui Santos | Sep 14, 2017 | CCE
Why is it important to know how to manage (and not just how to measure) quality? The world is changing, changing fast. The way people communicate is changing. The way people think and reason is changing. The way people make buying decisions is changing. The reasons...
By Michael DeSalles, Principal Analyst, Frost & Sullivan | Sep 14, 2017 | CCE
Can the sophisticated use of analytics trump the old business advantages of geography, speed-to-market and proprietary technology? Frost & Sullivan believes that contact center insight analytics has the potential to yield significant competitive advantages:...
By Olivier Mourrieras | Sep 14, 2017 | CCE
Customer experience practitioners: how do you pick the right set of metrics and construct a performance system that delivers exceptional customer impact? Based on the twelve years I have spent driving customer experience improvement, I would answer this question by...
By Stephen Loynd, Global Program Director, Digital Transformation Practice, Frost and Sullivan | Sep 14, 2017 | CCE, CCW
Introduction One of the primary themes of this year’s 11th Annual Customer Contact Europe: A Frost & Sullivan Executive MindXchange, was how digital transformation represents an era of unprecedented exponential change. How can organizations best keep up with...
