INSPIRATION
january 2023 | VOL. 4 | ISSUE 16
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CUSTOMER ENGAGEMENT NEWSLETTER
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Thought Leadership from Customer Contact Experts
Strategies and Tactics for Extraordinary Times
UPCOMING EXECUTIVE MINDXCHANGE SCHEDULE
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50%
11%
72%
25%
What percentage of global customers are willing to pay a premium for environmentally friendly products?
SUBMIT
Agent-Assist Use Case
Correct Answer:
72%
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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
As younger generations flood the workplace, they tend to ‘vote’ for products with their wallet. According to NielsenIQ’s 2022 research, 72% of global customers are willing to pay a premium for environmentally friendly products.
Customers and investors are increasingly interested in how the companies they do business with impact the environment and address climate change. By 2030, their spending will surpass boomers, making environment, sustainability and governance (ESG) and corporate social responsibility (CSR) focal points for businesses.
April 7 - 10, 2024
April 7 - 10, 2024
The Value of Prioritizing Sustainability in Products
20th ANNIVERSARY CUSTOMER CONTACT EAST: A FROST & SULLIVAN EXECUTIVE MINDXCHANGE
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
28
35
47
32
37
41
28
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
The CC Awards - deadline december 22
Frost & Sullivan is gearing up for our infamous CC AWARDS, where we reward Excellence, Culture, and Team Spirit. All honorees will be celebrated and the top-scoring company in each category will be announced at the 20th Anniversary Customer Contact East: A Frost & Sullivan Executive MindXchange next April 7-10, 2024 at the Marriott Harbor Beach Resort and Spa in Ft. Lauderdale, Florida.
The Mr. Roboto (AI & Automation)
Submit Your Nominations!
The 9 to 5 (Analytics Driving Customer Experience)
The Virtual Insanity (Self-Serve & Digital Transformation)
The Get Up Stand Up (Hybrid Workforce)
The Good Vibrations (Innovative Agent Engagement)
Work Hard, Play Hard!
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Thought Leadership from Customer Contact Experts
INSPIRATION
1
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Top 10 Growth Opportunities in Customer Experience in 2024
analyst insights
2
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2
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The Value of Prioritizing Sustainability in Products
QUICK QUIZ
3
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Our Executive MindXchange Schedule of Events
EVENT CALENDAR
4
This category recognizes companies for excellence in implementing artificial intelligence and related technologies, such as machine learning and natural language processing for enhanced agent and customer interactions business insights.
This category recognizes companies for excellence in leveraging analytics to deliver differentiated customer experiences, while driving improvements in operational KPIs for the organization.
This category recognizes companies for excellence in self-service, including Virtual Assistants, web self-service, interactive voice response, and integrated customer collaboration and support capabilities.
This category recognizes companies for excellence in establishing a Hybrid Workforce by using the best of remote and in-office work to create a seamlessly integrated workforce.
This category recognizes companies for being rockstars in Innovative Agent Engagement by leveraging enhanced technologies, incentives, flexible scheduling, and career path development to retain and improve the agent experience.
Show us your spirit! Submit an innovative 90-second video highlighting what makes your culture unique and your people so special. Commit to Submit for this category by December 22 and the winner will be selected by a live vote at our April event!
Threats:
• Poor CX
• Agent Attrition
• Poor Integration
• Lack of Continuity
• Lack of Security
Opportunities:
• Business Continuity
• Easy to deploy solutions
• New Market Penetration
• Secure Transactions
And Much More!
Customer Interactions: Threats vs. Opportunities
Click to read ARTICLE
Have a question? Click here to email us for a future Q&A!
Have a question? Click here to email us for a future Q&A!
34%
35%
37%
37%
38%
Percentage Increase in Revenues
Product Innovations
Employee Retention Rates
Customer Satisfaction Rates
New Customer Acquisition
Top 10 Growth Opportunities in Customer Experience for 2024
Have a question?
Click here to email us for a future Q&A!
Have a question?
Click here to email us for a future Q&A!
Global Vice President at Frost & Sullivan
Alpa Shah
FROST & SULLIVAN research
Is your customer experience strategy focused on the future? Check out this list from Frost & Sullivan's Global Information & Communications Technologies Research Team outlining the top 10 growth opportunities for 2024.
JULY 15 - 17, 2024
CUSTOMER EXPERIENCE 2024: A FROST & SULLIVAN EXECUTIVE MINDXCHANGE
CUSTOMER EXPERIENCE 2024: A FROST & SULLIVAN EXECUTIVE MINDXCHANGE
JULY 15 - 17, 2024
20th ANNIVERSARY CUSTOMER CONTACT EAST: A FROST & SULLIVAN EXECUTIVE MINDXCHANGE
20th ANNIVERSARY CUSTOMER CONTACT WEST: A FROST & SULLIVAN EXECUTIVE MINDXCHANGE
october 20 - 23, 2024
october 20 - 23, 2024
20th ANNIVERSARY CUSTOMER CONTACT WEST: A FROST & SULLIVAN EXECUTIVE MINDXCHANGE
Keeping pace with shifting customer expectations is tough, but necessary.
Top 10 Growth Opportunities in Customer Experience in 2024
analyst insights
1. The New Evolution of Customer Expectations
Build upon intelligent virtual agents, personalization, and advanced analytics.
5. Generational AI to Amplify Benefits of Virtual Agents
Only 14% of CX leaders said their priorities were aligned across all customer-facing departments.
4. Leadership in an Evolving Ecosystem
Invest in remote work and prioritize continual training and career growth.
3. Navigating the Workforce of the Future
Happy agents deliver excellent customer experiences.
2. Employee Engagement Boosts Customer Loyalty
72% of global customers will pay a premium for environmentally friendly products.
10. Environment, Sustainability, and Governance (ESG)
Gaining better visibility into cybersecurity operations is a top leadership challenge.
9. Security and Governance
Flexibility is a key part of work / life balance and overall well-being.
8. Hybrid Work / Collaboration Expectations
70% of executives set improving customer experience as their top objective.
7. Customer Journey Expands
Frost & Sullivan research finds conversational AI (CAI) depicts the most benefits in AI.
6. Nourishing Conversational AI
Compiled by the Global Information & Communications Technologies Research Team at Frost & Sullivan
Top 10 Growth Opportunities in Customer Experience for 2024
Presented by Kiana Phi
Director, Customer Service
adidas
New Roles, Competencies, Expectations and Opportunities
Executive Insight: Agents of the Future
CLICK TO READ MORE
CLICK TO READ MORE
6 Critical Issues Shaping
the 2024 Council Agenda
Leveraging Emerging Technologies Cited as Top Industry Challenge
By Patricia Jacoby
Senior Content Strategist
Frost & Sullivan
CLICK TO READ MORE
AI's Dramatic Potential Takeover Could Redefine Customer Engagement
By Rohan Sharma
Chief Product Officer
Campaign AI
The Human Touch in Crisis
ARTICLES AND INSIGHTS
The 20th Anniversary Customer Contact East: A Frost & Sullivan Executive MindXchange
Ft. Lauderdale, Florida | April 7 - 10, 2024
Embracing Limitless Possibilities for the Contact Center of Tomorrow
LEARN MORE
LEARN MORE
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