By Stephen Loynd, Global Program Director, Digital Transformation Practice, Frost and Sullivan | Jul 26, 2018 | CCE, CCS, CCW
Introduction The 12th Annual Customer Contact Europe: A Frost and Sullivan Executive MindXchange (at Clontarf Castle in Dublin) brought together a number of familiar and new faces to discuss the continued shift toward a more digital world. Over the course of the three...
By Alpa Shah, Global Vice President – CX Practice, Frost & Sullivan | May 10, 2018 | CCE, CCS, CCW
It was a true pleasure wrapping up three days of learning and fun with three insightful and engaging panelists – Terry Blankenship, Associate Vice President, Contact Center Solutions of The General; Lisa Lavin, Director, Customer Experience of The Orvis Company; and...
By Greg Derwart, Managing Director, Administration and Customer Experience, Maryland Department of Commerce | May 10, 2018 | CCE, CCS, CCW
When Maryland Governor Larry Hogan implemented his statewide “Customer Service Initiative,” the messaging was all about the customer. He had campaigned on making Maryland “open for business” and wanted to make the state more business friendly. Like many government...
By Stefan Osthaus, Founder and Managing Director, experience5 GmbH | May 10, 2018 | CCE, CCS, CCW
Over the past years, I have worked with many clients around the globe implementing powerful voice of the customer (VoC) programs. One of the most common themes I see is management’s impatience in asking for results and the customer experience teams’ frustration about...
By Ivanka Menken, Co-Founder and Director, The Art of Service | May 10, 2018 | CCE, CCS, CCW
Contact Centers are at the heart and core of any organization. They are the perfect vehicle for the business to understand what their customers need, want, desire and expect. Contact centers are where brand image and customer satisfaction levels can be made or crushed...
