By Arpita Bhowmick | Jul 1, 2022 | CCE, CCS, CCW, CX Blog
The question of whether to build or to buy is a heavy one to weigh. It’s a dilemma that many business owners and digital leaders face at some point. There is another added level of complexity, the uncharted territory and relatively new area of Natural Language...
By Frost & Sullivan | Jun 21, 2022 | CCE, CCS, CCW, CX Blog
Moderated by: Arnell Davis Senior Director, Enterprise Service Center Bristol-Myers Squibb Company Moderated by: Fred Kleiman Vice President, Customer Service AMC Networks...
By By Michael Brandenburg, Senior Industry Analyst, Frost & Sullivan | Jun 21, 2022 | CC, CCS, CCW, CX Blog
The media and entertainment market has repositioned its content to allow customers to stream at home or from anywhere. The extended duration of the COVID-19 pandemic has affected every industry in different ways. For some digital-native companies, lockdowns, and other...
By Janet Solomon Vice President, Client Operations/Contact Center Solutions Fiserv | Jun 7, 2022 | CCS, CX Blog
Janet Solomon was the opening headliner at the 18th Annual Customer Contact East: A Frost & Sullivan Executive MindXchange, where she shared the essential insights and strategic take-aways below. This summary will be included in the Executive MindXchange...
By Erin McMillan, Associate Vice President, Client Operations Cox Automotive Media Group | Jun 7, 2022 | CC, CX Blog
It’s no secret that the key to understanding our customers is often found deep within the contact center. It should also come as no surprise that voluntary turnover in critical customer-facing roles has never been higher. They seem like disconnected problems, but the...
By Juan Manuel Gonzalez, Research Director, Frost & Sullivan | May 17, 2022 | CC, CX Blog
Mixed Emotions: The Travel & Hospitality Industry Today 1Source: Frost & Sullivan Analysis, UNWTO, Hospitalitytech.com, Hospitalitynet.org, STR Consulting. While it is true that COVID-19 had a devastating impact on the Travel and Hospitality (T&H)...
