CE Newsletter - May 2024

INSPIRATION

may | VOL. 4 | ISSUE 20

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CUSTOMER ENGAGEMENT NEWSLETTER

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Building VoC Programs, Elevating CX & Leveraging Tech

Strategies and Tactics for Extraordinary Times

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Define your vision and outcomes clearly

Manage your internal and external communication

Be reactive when it comes to exploring new innovations

Map all of your activities to agreed-upon outcomes

Which step isn’t a part of the Strategic Agility Roadmap?

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Focus on a cross-functional leadership coalition

Correct Answer: Be reactive when it comes to exploring new innovations

Our Executive MindXchange Schedule of Events

EVENT CALENDAR

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

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"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!

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"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

One of the key insights for adopting strategic innovation, especially in the leadership space, is to be proactive: reactive strategies falter in today’s volatility. Strategic agility enables leadership to preemptively steer the organizational helm.

How Can Your Organization Implement Strategic Agility?

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

Delivering Transformative CX & Sustained Innovation

CE INSIGHTS

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

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Have a question? Click here to email us for a future Q&A!

62%

64%

5. Improving Business Continuity Plans

4. Attracting and Retaining Talent

3. Automating Business Processes

2. Improving Brand Equity

1. Improving the Employee Experience

Strategic Agility for ROI: Delivering Transformative CX & Sustained Innovation

Customer engagement insights

At its core, strategic agility is the ability of an organization to renew itself, adapt, change, and succeed in a rapidly changing environment. Strategic agility amplifies ROI because businesses can quickly respond to changing market conditions. It also allows efficient capital reallocation as well as efficient risk response.

By Bernie Arnason Industry Principal Frost & Sullivan

A Strategic Imperative for Contact Center Leaders

Elevating the Customer Experience

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Leveraging Evolving Technologies

AI In the Contact Center – What’s Next?

Presentation by Aini Ali Vice President, Service Technology ADP

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Understanding Different Customer Voices

By Colin Crowley Vice President of Customer Support Maven Clinic

Building Vibrant VoC Programs

ARTICLES AND INSIGHTS

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

Orlando, Florida July 15 - 17, 2024 Eclipsing Your Customer’s Expectations

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62%

Customer Experience 2024: A Frost & Sullivan Executive MindXchange

UPCOMING MINDXCHANGE EVENTS

OCTOBER 20 - 23 | TUCSON, AZ

A FROST & SULLIVAN EXECUTIVE MINDXCHANGE

CUSTOMER CONTACT WEST:

20th ANNIVERSARY

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july 15 - 17 | orlando, fl

Eclipsing Your Customer’s Expectations

A FROST & SULLIVAN EXECUTIVE MINDXCHANGE

CUSTOMER EXPERIENCE 2024:

4th ANNUAL

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NEXT EVENT

Source: Rohan Sharma, Former Head, Global Agile Programs, Thermofisher Scientific

1. Build a cross-functional leadership coalition 2. Define clear end state vision and outcomes 3. Maintain 90-day rolling plans 4. Map every activity to agreed outcomes 5. Create dedicated cadences and forums to obtain feedback 6. Manage communication (both internal and external) 7. Create empowerment, accountability, & measurable progress for employees

7 - step roadmap for implementing strategic agility

BREAKING NEWS - SOCAP PARTNERSHIP!

Frost & Sullivan and SOCAP International are joining forces to bring two powerhouses together to deliver more events, more insights and more value to the CX and Contact Center community. We're thrilled about the new opportunities this partnership will bring to event participants and members alike. To learn more about how you can access savings for events and membership, please reach out to adam.geiger@frost.com. For additional details, check out the press release below.