CE Newsletter - June 2025

INSPIRATION

june 2025 | VOL. 4 | ISSUE 31

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CUSTOMER ENGAGEMENT NEWSLETTER

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CX Q&A, Tellerless Branches and Delivering on the Brand's Promise

Strategies and Tactics for Extraordinary Times

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Reflect on past achievements and visualize future success

Focus solely on measurable metrics and quarterly reviews

Prioritize the “how” over the “why” when setting goals

Wait until you're fully prepared before taking any action

Which of the following strategies was emphasized as a key part of successful goal setting with a "Say YES" mindset?

SUBMIT

AI as a composer: Making beautiful music while we work

Correct Answer: Reflect on past achievements and visualize future success

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

When doing reviews, try to reframe them as reflections instead. Take stock of your accomplishments in the past year, celebrating your successes and identifying areas for growth. Sometimes, visualizing having already accomplishing something can be very powerful as you work towards your goal.

Test Your Goal-Setting Expertise!

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

Goal Setting Done with a "Say YES" Mindset

CE INSIGHTS

Fueling Decision-Making with Data

Customer engagement insights

Presented by David Eldred Chief Experience Officer Solarity Credit Union

Improving CX through Digital Transformation

VIDEO SPOTLIGHT Tellerless Branches Case Study

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The Brand is the Experience - Not the Ad

Marketing and CX Leaders Must Deliver on the Promise

By Bre Byrne Head of Marketing and CX Octapharma Plasma, Inc.

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Show Me the Money: Proving ROI from Your CX Initiatives

Q&A with Natalie Beckerman Global Head, Customer Support Operations, IHG Hotels & Resorts

A Playbook for Customer Experience Success

ARTICLES AND INSIGHTS

Tucson, AZ | October 19 - 22, 2025 Maximizing Efficiency and Impact to Elevate the Customer Experience

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LAST CHANCE!

Customer Contact West: A Frost & Sullivan Executive MindXchange

UPCOMING MINDXCHANGE EVENTS

juNE 24 - 26 | LOS ANGELES, CA

A FROST & SULLIVAN EXECUTIVE MINDXCHANGE

CUSTOMER EXPERIENCE 2025:

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

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

QUICK QUIZ

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

Succeeding in a New Age of Digitally Powered Customer Interaction

OCTOBER 19-22, 2025 | TUCSON, AZ

A FROST & SULLIVAN EXECUTIVE MINDXCHANGE

Maximizing Efficiency and Impact to Elevate the Customer Experience

CUSTOMER CONTACT WEST:

21st Annual

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The ROI and value of AI are there, but enterprises are having difficulty quantifying it when couched in broad terms such as process automation. More than ever, successful solution providers can package usable AI off-the-shelf, guide businesses through a thoughtful, calculated understanding of the use cases for automation, and find the right balance between a digital and human workforce. For instance, 76% of businesses in 2024–2025 plan to upgrade or replace aging IVRs; this is an excellent opportunity for a quick win on ROI with an IVA. From there, what does the handoff on the customer journey look like? What data is gathered and passed? Which tasks are automated? All this constitutes a solid customer journey orchestration, a critical step in improving CX and EX.

GROWTH OPPORTUNITIES

Prediction #4 - Coming Back to Earth from the AI Spaceship—Proving AI and GenAI Customer Value The guardrails are now up, and the hype is coming down. Two years into the marketing emergence of large language models (LLMs) and GenAI, businesses, and vendors are taking a more managed approach to investment and ensuring the accuracy and security of data and AI output. Responsible AI best practices are becoming critical for AI deployments. Decision makers remain bullish overall on the usage of AI in 2025, with 61% of contact centers considering deploying AI technology as very important to crucial in the next two years. Indeed, there has been robust adoption of conversational AI point solutions such as intelligent virtual assistants IVAs), which are further embellished with GenAI. However, the focus for 2025 is on measurable AI ROI since it can be costly to set up an LLM project, including scrubbing data sources.

Read more from the report here.

Predictions for Customer Experience (CX) Transformation, 2025 to 2026

Customer engagement insights

From the Front Lines to the Strategy Room

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Show Me the Money: Proving ROI from Your CX Initiatives

By Mark Levy Vice President, Customer Experience Frontier Communications

A Step-by-Step Guide to Showcasing CX Metrics

Strategies and Tactics for Extraordinary Times

CUSTOMER ENGAGEMENT NEWSLETTER

Level Up Your Leadership: Goal Setting Done with a Say YES Mindset

Customer engagement insights

At the 20th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange, Heather Arthur, Vice President, Canada Contact Centres, Scotiabank, guided participants in unlocking the potential of their entire team and discovering how to step powerfully into goal setting and planning for the future.

4. Visualize the Future You

One year from now, what will you be celebrating about your progress? Learn strategies to break free from your comfort zone and embrace the unknown. Action reinforces belief - see it already accomplished and take one action now.

3. Know Your WHY

Train your brain to look forward. Look for positive reasons “why” and let go of “how.” Rather than waiting to be ready, take one action. One action leads to the next!

2. Reflect on Your Achievements

Take stock of your accomplishments in the past year, celebrating your successes and identifying areas for growth. Conduct a reflection process, instead of a “review.” Visualize having already accomplished something!

1. Mindset Transformation

Discover how to overcome self-doubt and fear by saying yes to getting out of your comfort zone. Energy is created in the community, so check in on them – team members get energy when they are connected with one another.

Are you ready to say yes to setting goals that you and your team have never achieved before?

To the right are 4 key takeaways for leveling up your leadership strategy and inspiring your team this year: