By Frost & Sullivan | Feb 6, 2023 | CX Blog
Drawn from their expertise in Growth Opportunity Analysis, Strategic Insights, Customer Research and Competitive Benchmarking, here are highlights from recent research and discussions conducted by the Frost & Sullivan Global CX team. Leverage these insights for...
By Frost & Sullivan | Jan 20, 2023 | CC, CC Awards, CCW, CX Blog
Areas of focus reflect current industry challenges and opportunities Frost & Sullivan’s Customer Engagement Leadership Council, a member-driven, business leadership network for senior-level executives in the customer experience, customer care and contact center...
By Craig Antonucci, Chief Experience Officer (CXO), Autocar Trucks | Jan 20, 2023 | CC, CCS, CCW, CX Blog
In a quote from “The Silence of the Lambs,” whilst Clarice was trying to figure out the seemingly unsolvable crime, she uttered, “so desperately random, it’s not random at all.” Are you trying to solve that seemingly unsolvable CX problem? Is everything about your...
By Benny Serna, Executive Vice President - Director of Call Center Ops and Managing Partner, DHR Health | Jan 10, 2023 | CC, CCE, CCS, CCW, CX Blog
Where have all the humans gone? High rates of attrition and no humans to hire have put hiring management teams into a scramble to hire and hire anyone! Such extreme conditions mean interviewing managers have lowered the bar and are hiring anyone with a pulse. However,...
By Frost & Sullivan | Dec 12, 2022 | CC, CCE, CCS, CCW, CX Blog
Highlights from a thought leader discussion INTRODUCTION Natalie Beckerman, Senior Vice President, Global Call Center Operations, Leaf Home, and Alpa Shah, Global Vice President – CX Practice, Frost & Sullivan sat down for a “fireside chat” at the 18th Annual...
