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...
By Patricia Jacoby, Senior Content Specialist, Marketing, Frost & Sullivan | Sep 19, 2024 | CX Blog
Frost & Sullivan recently caught up with noted Keynote Speaker and Futurist Christina “CK” Kerley, who will be the opening headliner at the 20th Anniversary Customer Contact West: A Frost & Sullivan Executive MindXchange in Tucson AZ next month. CK, who is...
By Scott Campbell, Senior Vice President, Chief Client Experience and Corporate Communications Officer, American National | Sep 19, 2024 | CX Blog
I believe companies absolutely must provide a great customer experience (which should come as some relief to the people who pay me to help do that). Especially in mature, low engagement, largely commoditized businesses like mine (insurance), client experience is...
By Matt Nelson | Aug 27, 2024 | CC, CC Awards, CCE, CCS, CCW, CX Blog, Uncategorized
In today’s technology landscape, artificial intelligence (AI) promises everything from streamlined operations to enhanced customer experiences. However, for many decision-makers, even those who are tech-savvy, determining how to successfully integrate AI into their...
