By Terry Blankenship, Customer Engagement Technology Leader, The General/American Family Direct | Jul 26, 2018 | CCE, CCS, CCW
Henry Ford was a late-bloomer – he only started his rounds of innovation and visioning the future of gasoline-powered vehicles when he was 33, a decade behind Edison who gained major traction in so many of his defining pursuits at 22. Yet one morning, Ford...
By Nate Brown, Senior Director of Customer Experience, Arise Virtual Solutions, Incorporated | Jul 26, 2018 | CCE, CCS, CCW
It’s hard to say exactly when or how it happened, but the phrase “Voice of the Customer” (VoC) has become nearly synonymous with the process of issuing surveys. When we consider today’s customer, and the methods by which they exercise their voice, this is a major...
By Cippy Seidler, Director, Consumer Care Center, Banner Health | Jul 26, 2018 | CCE, CCS, CCW
In recent history, consumers viewed self-service as a negative. Today, it’s a must to provide a variety of options for customers to communicate or process transactions with your company. This can include allowing customers to handle their own interactions via...
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...
