By Mark Levy | Feb 12, 2025 | CC, CC Awards, CCE, CCS, CCW, CX Blog, Uncategorized
Last month, I broke down why proving CX ROI is such a struggle. I’ve been there—knowing the work delivers real value but watching leadership shrug because the impact isn’t spelled out in dollars. Too many CX teams track metrics that don’t resonate with execs, making...
By Bryce Ackerman | Feb 12, 2025 | CC, CC Awards, CCE, CCS, CCW, CX Blog
Guidelines for gaining corporate buy-in and making ideas stick I’ve presented a lot of data. Data that made perfect sense to me and data that told a story. I’ve created beautiful charts that reflected massive return on investments (ROI’s). I’ve received looks of...
By Cippy Seidler, Director, Consumer Care Center, Banner Health | Feb 12, 2025 | CC, CC Awards, CCE, CCS, CCW, CX Blog
Moderator Cippy Seidler, Director, Consumer Care Center, Banner Health Panelists Heather Arthur, Vice President, Canada Contact Centres, Scotiabank Jeff Grant, Senior Technology Consultant, Enterprise Contact Center, Southwest Airlines Andy Lisk, Vice President,...
By Patricia Jacoby, Senior Content Specialist, Marketing, Frost & Sullivan | Jan 15, 2025 | CC, CC Awards, CCE, CCS, CCW, CX Blog
Participants at each Customer Contact Executive MindXchange come away with a wealth of key learnings, but it can be a challenge to take it all in. During this Q&A session, customer contact leaders from diverse industries gathered to highlight important themes and...
By Mark Levy | Jan 15, 2025 | CC, CC Awards, CCE, CCS, CCW, CX Blog
You know the drill. Someone in leadership leans in, raises an eyebrow, and hits you with the classic: “What’s the ROI of this?” And if you’re in CX, that question can feel like trying to explain why your dog needs a $200 grooming bill—you know it’s worth it, but it’s...
