CE Newsletter - February 2025

INSPIRATION

FEBRUARY 2025 | VOL. 4 | ISSUE 28

QUICK QUIZ

CUSTOMER ENGAGEMENT NEWSLETTER

Test Your Knowledge of Value Metrics - TAKE OUR QUIZ

Customer Experience ROI, Using AI Effectively and Telling a Story with Data

Strategies and Tactics for Extraordinary Times

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Leverage your data to reduce agent effort and improve accuracy

Partnering with finance, analytics, and product teams is important

Put together an action plan to improve metric value

Finding the right metric doesn't need to be a priority

Which of the following statements is false?

SUBMIT

AI as a composer: Making beautiful music while we work

Correct Answer: Finding the right metric doesn't need to be a priority

Our Executive MindXchange Schedule of Events

EVENT CALENDAR

"You're going to get your investment back, tenfold." - Rob Gofourth Customer Engagement Leadership Council Member

"Frost & Sullivan provides one of the premier events for contact centers available. More intimate and with more opportunities for interactions and learning. "

"The event had an equal amount of networking, insightful content, and fun sprinkled in. I appreciated the opportunity to expand my network and resources. Thank you Frost & Sullivan!

"Excellent on everything...from the content to the networking and relationship-building opportunities."

"An amazing event. The participants and the solution providers are highly engaged and open to sharing/learning best practices. The opportunities to network with colleagues in both formal and informal ways are unique and powerful."

"No better forum to share your experiences, learn from others, and build new relationships."

"This was my 2nd event, and you all again have exceeded my expectations....so impactful in connecting/learning/sharing experiences with other call center/customer service peers!"

"You're guaranteed to walk away enlightened and recharged to make a difference."

"For the longest time, I have always wanted to attend a Frost & Sullivan event, but never had the chance. I had always heard such great things about their events. Let me tell you, my first ever experience did not disappoint. "

CUSTOMER CONTACT EAST RECAP: APRIL 2023

Grubhub was able to perform tests and find the right metrics so that they could use this "Care" data as a feedback loop for better insights and customer experience.

Test Yourself on Creating Metrics to Quantify Value

Employee Satisfaction (eNPS) By No. of Employee Engagement Initiatives in Organization, Global, 2022–2023

Employee Satisfaction (eNPS) By No. of Solutions Used in Organization, Global, 2022–2023

NPS Scores

0 initiatives

1-2 initiatives

3-4 initiatives

5 or more initiatives

Up to 3 solutions

4-5 solutions

6 solutions or more

Fueling Decision-Making with Data and the Care-Decision Engine

CE INSIGHTS

Fueling Decision-Making with Data

Customer engagement insights

Moderated by Cippy Seidler Director, Consumer Care Center Banner Health

Do This, Not That: How We're Using AI & How It's Working

Ask the Experts: Panel Discussion

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Guidelines for Getting Corporate Buy-In

Numbers are Not Enough: How to Tell a Story with Data

By Bryce Ackerman Workforce Management Leader Roche

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Show Me the Money: Proving ROI from Your CX Initiatives

By Mark Levy Vice President Customer Experience Frontier Communications

How to Create Your ROI Story

ARTICLES AND INSIGHTS

The 20th Anniversary Customer Contact East: A Frost & Sullivan Executive MindXchange

Ft. Lauderdale, FL | April 6 - 9, 2025 Underscoring The Value of Customer Contact in Driving Company Success

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LAST CHANCE!

Customer Contact East: A Frost & Sullivan Executive MindXchange

UPCOMING MINDXCHANGE EVENTS

juNE 24 - 26 | LOS ANGELES, CA

A FROST & SULLIVAN EXECUTIVE MINDXCHANGE

CUSTOMER EXPERIENCE:

20th Anniversary

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APRIL 6 - 9, 2025 | FT. LAUDERDALE, FL

A FROST & SULLIVAN EXECUTIVE MINDXCHANGE

CUSTOMER CONTACT EAST:

21st Annual

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NEXT EVENT

Adapted from a presentation by Michael “Coop” Cooper, Founder & Head Executive Coach, High Performance Orgs

INSPIRATION

CE INSIGHTS

1. AI as a Contributor

How Can Vendors Refocus Efforts on Enhancing CX?

Customer contact thought leaders highlighted some of the most important themes, and take-aways at a recent flagship event. Read on to leverage their insights and recommendations:

Blazing New Trails

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Our Executive MindXchange Schedule of Events

EVENT CALENDAR

2. AI as a Composer

3. AI as a Character

Text analytics, automated sentiment, recorded interaction sentiment, QA analysis, agent assist

Real time interactions, automated experience engineering / customer journey management

AI can act on our behalf - a part-time counselor, confidant, coach, mentor, accountant, doctor, or lawyer

Join us at

Underscoring The Value of Customer Contact in Driving Company Success

Customer Experience ROI, Using AI Effectively and Telling a Story with Data

Succeeding in a New Age of Digitally Powered Customer Interaction

6th Annual

OCTOBER 19-22, 2025 | TUCSON, AZ

A FROST & SULLIVAN EXECUTIVE MINDXCHANGE

Blazing New Trails

CUSTOMER CONTACT WEST:

21st Annual

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Moderated by Cippy Seidler Director, Consumer Care Center Banner Health

Do This, Not That: How We're Using AI & How It's Working

Ask the Experts: Panel Discussion

CLICK TO READ MORE

At the 20th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange, Michael Wireko, Vice President of Customer Care at Grubhub, discussed how his organization created a metric to quantify the value it was providing to the business. He outlined how customer care and product teams worked together to build a tool to utilize real time data when contacting customers, and how that data is used as a feedback loop for insights.

Fueling Decision-Making with Data and the Care-Decision Engine

Test Yourself on Creating Metrics to Quantify Value

The CX Women’s Leadership Alliance Workshop

Part of the 21st Annual Customer Contact East: A Frost & Sullivan Executive MindXchange

FEATURING:

Natalie Beckerman

Global Head Customer Support Operations IHG

SESSIONS INCLUDE:

Defining Your Path Forward

Showing Up For You: A Value Assessment and Growth Mapping Diagnostic

Empowering Women Through Meaningful Connections- Coaching Each Other and How to Get Better

Care Decision Engine

The automated Care Decision Engine in the backend powers the workflows for agents – guiding them to resolve issues more efficiently while adhering to key policies and providing a better agent experience in the process.

Decision Engine with Retention Metric

• Focus on impact to customer retention metric • Showed clear ROI • Because of clear data, the company recognized the value of care in growth and tripled investments in customer credits through A/B testing

Using Value Metric to Invest in Care

• Found that self-service improves the entire customer experience, including retention • Added customer retention to business cases • Increased self-service 40% using the retention metric in business cases

Case for Re-delivery

• Could improve retention by adding a redelivery option • Tested a pilot, and found customers wanted this feature, but it was expensive • After testing with retention metric, found those who experienced redelivery were 3X more loyal than customers who never had an issue

Final Recommendations

• Find the right metric • Leverage data to reduce agent effort and improve accuracy • Partner with finance, analytics, product teams • Put together action plan to improve metric value

Click to read more!

Show Me the Money: a Step-by-Step Guide

NEW! Women's Leadership Workshop