By Michael Truett, Founder and Chief eXperience Officer, ECPJ Advisors | Jan 9, 2020 | CCE, CCS, CCW, CX Blog
You know the saying…. “You can’t please everyone,” but as customer experience professionals, that is exactly what we are trying to do. Let’s define what Customer experience means. Customer experience can and should include a lot of elements, however,...
By Aisha Ponds, Director, BCBS NC | Nov 18, 2019 | CCE, CCS, CCW
In this preview piece from the upcoming Customer Contact West: A Frost & Sullivan Executive MindXchange Chronicles eBook, Aisha Ponds shares key insights and outlines a process to help organizations map the root causes of customer service issues and develop...
By Alpa Shah, Global Vice President – CX Practice, Frost & Sullivan | Nov 14, 2019 | CCE, CCS, CCW, CX Blog
The 15th Anniversary Customer Contact West: A Frost & Sullivan Executive MindXchange in Huntington Beach, California, was a meeting of innovative, enthusiastic, collaborative, and analytical minds. This year, the main challenges discussed by contact center leaders...
By Aarde Cosseboom, Senior Director of GMS Technology, Analytics, and Product, TechStyle Fashion Group | Nov 14, 2019 | CCE, CCS, CCW
Aarde Cosseboom recently led a Virtual Executive Assembly for members of Frost & Sullivan’s Customer Engagement Leadership Council where he shared insights about TechStyle Fashion Group’s significant success leveraging AI in the Contact Center. Here we dig deeper...
By Jason Harvison, Interim Chief Executive Officer, Elevate | Nov 14, 2019 | CCE, CCS, CCW
At Elevate, we are constantly gathering feedback to improve the customer experience. April Sealy, Vice President of Operations, notes that as the products become easier to use, customer satisfaction increases. The Operations team even created a Customer Effort Score...
