By Ginger Conlon, Thought Leadership Director and Customer Experience Advocate Genesys | Jul 12, 2024 | CX Blog
As society continues to evolve, business leaders are focusing significant attention on the expectations of Generation Z and millennials—both as consumers and employees. This emphasis is well-founded, given that their growing influence is poised to drive substantial...
By Namrata Rathore, Assistant Vice President, Orlando Health Medical Group | Jul 12, 2024 | CX Blog
Introduction Namrata Rathore, Assistant Vice President of Orlando Health Medical Group recently led a virtual event for Frost & Sullivan’s Customer Engagement Leadership Council.  Here are key insights from the discussion, highlighting the importance of a positive...
By Darren Stavely, Vice President, Operations, Card Services, Shared Services, Call Centers, FLEETCOR | Jun 14, 2024 | CC, CCE, CCS, CCW, CX Blog
Darren Stavely, a 20-year financial services industry veteran who is obsessed with customer experience and solving big problems, passionately discussed getting back to the basics of remarkable customer service at the 20th Anniversary Customer Contact East: A Frost...
By Mark Levy | Jun 14, 2024 | CC, CCE, CCS, CX Blog
Congratulations! You’ve become the leader of a customer experience (CX) organization. Exciting times, right? When I first started leading CX teams, I learned quickly that it’s best not to start making broad proclamations right off the bat. The first 100 days are about...
By Colin Crowley, Vice President of Customer Experience, Freshly | May 10, 2024 | CC, CC Awards, CCE, CCS, CCW, CX Blog
What is the Voice of Customer (VoC)? When your customers speak… do you listen? And do you listen even when they don’t speak? In order to be competitive in customer experience, you need to be in tune with what your customers want and adapt to changing customer needs...
