By Frost & Sullivan | Sep 8, 2020 | CC, CCE, CCS, CCW, CX Blog
Frost & Sullivan is thrilled to present our first Customer Contact VIRTUAL event. We’ve brought a growth mindset to our previously in-person Customer Contact Executive MindXchange, re-sizing, re-inventing, and re-invigorating it to offer a multi-dimensional...
By Millie Gillon, Global Head of Client Experience and Managing Director, Standard Chartered Bank | Sep 8, 2020 | CC, CCE, CCS, CCW, CX Blog
You can teach technical skills, but you can’t give someone a heart. It’s easy to say, “Hire for empathy,” but to do so quickly, and at scale is hard to execute. So, how can you teach empathy? Professor Google defines empathy as the ability to understand and share the...
By Neil Crane, Vice President of Product & Technology, Cicero Inc., | Aug 5, 2020 | CC, CCE, CCS, CCW, CX Blog
Presentations by Neil Crane Vice President of Product & Technology Cicero Inc. Plus thought leaders from Genesys, ServiceNow and SurveyMonkey Frost & Sullivan is excited to announce the fourth installment of our ongoing live webinar presentations: Webinar...
By Chad Ghastin, Senior Manager of Customer Experience, JFK International Air Terminal | Aug 5, 2020 | CX Blog
Over the past months, I’ve received countless emails from companies and organizations that I do business with, and some that I can’t remember the last time I did business with. It’s encouraging to see that most of the messaging is thoughtful, but more than a few...
By Aarde Cosseboom, Senior Director of GMS Technology, Analytics, and Product, TechStyle Fashion Group | Aug 5, 2020 | CX Blog
Chapter 3 – Soft-Serve Your Way to Self-Service Just like the self-service frozen yogurt stores, grocery stores with self-checkout, and banks with automated bank teller machines, you will find that self-service automation will require less staff and overhead....
