By Michael DeSalles, Principal Analyst, Frost & Sullivan | Nov 19, 2024 | CC, CCE, CCS, CCW, CX Blog
Introduction Newsflash! This year’s 20th Anniversary Annual Contact West: A Frost & Sullivan Executive MindXchange, was recently held at the JW Marriott Starr Pass in Tucson. It was a unique meeting of innovative, enthusiastic and collaborative minds. The event...
By Sneha Nair, Content Innovation Manager, Frost & Sullivan | Nov 19, 2024 | CC, CCE, CCS, CCW, CX Blog
During the COVID-19 pandemic, the Customer Experience (CX) industry saw a significant shift with the adoption of work-at-home (WAH) models and cloud-based contact center-as-a-service (CCaaS), driving investments up in 2021 and 2022. As companies aim to align CX with...
By Miya Gray Torain, Vice President, Customer Experience & Engagement, Pfizer | Nov 19, 2024 | CC, CCE, CCS, CCW, CX Blog
Regardless of industry —finance, insurance, technology, or healthcare — CX-related challenges that we face are remarkably similar. One challenge that we CX practitioners deal with on a daily basis is evolving customer expectations. The reality is that no matter...
By Suzy Weaver, Chief Customer Officer, Slavic401k | Oct 25, 2024 | CC, CC Awards, CCE, CCS, CCW, CX Blog
Creating a customer-centric culture in contact centers requires more than just good intentions; it demands a strategic shift and unwavering leadership commitment. Fostering a culture of empathy, empowerment, and understanding that places the customer at the center of...
By Brett Frazer, Customer Experience Leader, Author, The 5 As of Successful Customer Engagement | Oct 25, 2024 | CC, CC Awards, CCE, CCS, CCW, CX Blog
The state of customer engagement is in crisis. Veteran Tech Crunch reporter Ron Miller declared 2022 “the year customer experience died,” reflecting customers’ widespread frustration with impersonal and inefficient service interactions. While the situation...
By Mariano Gutierrez, Former Head of Marketing Transformation Program, MetLife | Oct 25, 2024 | CC, CC Awards, CCE, CCS, CCW, CX Blog
In a recent brainstorm roundtable for Frost & Sullivan’s Customer Engagement Leadership Council, Mariano Gutierrez focused on the critical council issue of leveraging evolving technologies. Part presentation and part spontaneous group discussion, the session...
