By Alpa Shah, Global Vice President – CX Practice, Frost & Sullivan | Nov 7, 2022 | CCW
Frost & Sullivan held yet another successful customer contact event, with executives staying engaged throughout the three days of interactive sessions. Many participants enthusiastically shared that the event was “amazing” and like no other event they have...
By John Bord, Manager, Customer Experience, Tucson Electric Power | Oct 25, 2022 | CC, CC Awards, CCS, CCW, CX Blog
INTRODUCTION At the 18th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange in Tucson, Arizona last week, John Bord, Customer Experience Manager, Tucson Electric Power, offered guidelines and lessons learned implementing successful customer...
By Eric Caron, Senior Director of Digital Experiences, Caribou Coffee | Oct 25, 2022 | CC, CCS, CCW, CX Blog
“How do we know this worked?” In the history of humanity, nobody has enjoyed hearing that question. Why? Because it contains seven assumptions – six of which have negative foundations! As companies evaluate their 2023 marketing spend (after likely...
By Frost & Sullivan | Oct 4, 2022 | CC, CCE, CCW, CX Blog
Presented by: Cal Austin Innovative Customer Experience Lead – Emerging Markets Pfizer
By Clancey Dollard, Director, 24/7 Support Center, University of Arizona | Jul 25, 2022 | CC, CCE, CCS, CCW
“Numbers shouldn’t matter.” “Focusing on KPIs makes customer service interactions transactional and less personal.” “It’s the type of experience you provide to customers that matters, not the ‘agent score card.’” Depending on the context, these sentiments may all be...
By Frost & Sullivan | Jul 15, 2022 | CC, CCS, CCW, CX Blog
Presented by: Barbara Barry Chief Marketing Officer, Max Approvals Former Chief Experience Officer NuVision Federal Credit Union
