By Frost & Sullivan | Feb 7, 2022 | CC, CCE, CCS, CCW, Featured
Leveraging over 60 years of experience helping companies capture growth opportunities around the world, Frost & Sullivan invites you to explore The Customer Engagement Leadership Council. Powered by member-driven Critical Issues, defined as the most important...
By Millie Gillon, Global Head of Client Experience and Managing Director, Standard Chartered Bank | Sep 3, 2021 | CC, CCE, CCS, CCW, Featured
Introduction “Personalization is all about knowing your clients, understanding their needs, and providing the right solutions and services at the right time, based on behavior,” stated Millie Gillon, Global Head of Client Experience at Standard Chartered Bank. Millie...
By Michael DeSalles, Principal Analyst, Frost & Sullivan | Aug 3, 2021 | CC, CCE, CCS, CCW, Featured
A Frost & Sullivan Virtual Think Tank Article Market Challenges Signal Hard Choices The contact center (CC) represents a broad and mature market with almost 40 years of development. It comprises dozens of providers, catering to sites as small as 10 agents to...
By Patricia Jacoby, Senior Content Specialist, Marketing, Frost & Sullivan | Aug 3, 2021 | CC, CCE, CCS, CCW, Featured
1. Your customer experience (CX) is arguably as important as your product Is your customer’s experience more important — or valuable — than your product? Opening headliner Tracy Robertson, Global Enterprise Vice President, Digital, Stryker, and former...
By Martin Lampman Director, Customer Support Operations BCLC | Jul 22, 2021 | CC, CCE, CCS, CCW, CX Blog, Featured
The workforce of today is dramatically changing from our workforce of yesteryear. Organizations are looking for ways to navigate the new challenges of work from home, find balance for our employees, and meet our customer’s needs. It is hard to let go of the past and...
By Kurt Mosher, Chief Operating Officer, Gant Travel Management | Jul 5, 2021 | CC, CCE, CCS, CCW, Featured
Leading in a remote environment is one of the most challenging tasks we can ask of the organization. It is doctoral level leadership. The only scenario more complex is what most organizations are about to go through next – hybrid teams in a high growth mode. ...
