By Ginger Conlon, Thought Leadership Director and Customer Experience Advocate Genesys | Jun 13, 2023 | CCE, CCS, CCW, CX Blog
When service is in a silo far from marketing and sales, customer journeys become disconnected. And that hurts the customer experience (CX). Gaps widen between customer expectations and an organization’s priorities; loyalty and wallet share vanish into that gap....
By Frost & Sullivan | May 18, 2023 | CCS, CCW, CX Blog
Presented by: Brian Wolfe Vice President, Global Customer Experience JBL, a division of HARMAN International Abstract: JBL’s Consumer Division has been moving to more online sales over the last several years and this leads to additional digital engagements with...
By Bernie Arnason, Industry Principal, Frost & Sullivan | May 12, 2023 | CCS, CCW, CX Blog
The 19th Annual Customer Contact East: A Frost & Sullivan Executive MindXchange, held April 23-26, 2023 in Ft. Lauderdale, Florida, revealed contact center leaders are managing historic and volatile change. With delivering the best customer experience (CX)...
By Frost & Sullivan | Apr 21, 2023 | CC, CCE, CCS, CCW, CX Blog
Presented by: Janet Solomon Vice President, Client Operations/Contact Center Solutions Fiserv
By Chris Goostree, Director of Contact Center Operations, TMX Family of Companies | Apr 5, 2023 | CCE, CCS, CCW, CX Blog
Session Abstract The one constant in the contact center ecosystem is change. The key to success is to have a methodology that blends time tested strategies with the ever-shifting needs of the business. Dynamic leaders can pivot with technology, process, and people...
By Michael Cooper, Founder, Innovators + Influencers | Mar 21, 2023 | CC, CCE, CCS, CCW, CX Blog
Today, transformative skill sets are needed to build teams that are cohesive, productive, profitable and happy. (Not necessarily in that order). If you have blind spots, you, your team, and your organization will struggle to thrive in a business climate that is...
