INSPIRATION
october 2024 | VOL. 4 | ISSUE 25
1
QUICK QUIZ
Read More
CUSTOMER ENGAGEMENT NEWSLETTER
TAKE OUR QUIZ
The 5A’s of CX, Leadership in the Contact Center and Leveraging AI Technologies
Strategies and Tactics for Extraordinary Times
MEMBER LOGIN
Read More
BACK TO TOP
Data, Culture, Strategy, Partnerships
Strategy, Finance, Culture, Data
Culture, Data, Strategy, Technology
Technology, Strategy, Culture, Back-to-Office
To move beyond creating simply “satisfactory” customer service to creating the best possible customer service, what four areas should be considered?
SUBMIT
AI as a composer: Making beautiful music while we work
Correct Answer:
Culture, Data, Strategy, Technology
Read More
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
While there are plenty of areas to consider when creating a stellar customer service plan, these four areas cover most of today's most pressing issues for contact centers and those who work in customer service.
What are 4 Key Areas to Focus on for Better Customer Service?
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
Read More
Top Insights & Ideas from Customer Contact East '24
CE INSIGHTS
INSIGHTS AND IDEAS ROUNDUP: Implementing the Best, Brightest and Boldest Ideas from Customer Contact East: A Frost & Sullivan Executive MindXchange
Customer engagement insights
By Suzy Weaver
Chief Customer Officer
Slavic401k
The Role of Leadership in Fostering a Customer-Centric Contact Center
Fostering a Culture of Empathy, Empowerment, and Understanding
CLICK TO READ MORE
CLICK TO READ MORE
Leveraging Emerging Technologies
Optimizing Automation, AI, and ChatGPT
Moderated by Mariano Gutierrez
Former Head of Marketing Transformation Program
MetLife
CLICK TO READ MORE
The 5 A’s of Successful Customer Engagement
By Brett Frazer
Customer Experience Leader
Author, The 5 As of Successful Customer Engagement
Moving From Cost Center
to Value Center
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
LEARN MORE
LAST CHANCE!
SUBSCRIBE
Customer Contact East: A Frost & Sullivan Executive MindXchange
UPCOMING MINDXCHANGE EVENTS
july 14 - 16 | west coast locale
A FROST & SULLIVAN EXECUTIVE MINDXCHANGE
CUSTOMER EXPERIENCE:
20th Anniversary
LEARN MORE
APRIL 6 - 9, 2025 | FT. LAUDERDALE, FL
A FROST & SULLIVAN EXECUTIVE MINDXCHANGE
CUSTOMER CONTACT EAST:
21st Annual
LEARN MORE
NEXT EVENT
Adapted from a presentation by Michael “Coop” Cooper, Founder & Head Executive Coach, High Performance Orgs
Read More
INSPIRATION
Read More
CE INSIGHTS
Read More
Read More
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
LEARN MORE
1
2
2
3
QUICK QUIZ
3
4
Our Executive MindXchange Schedule of Events
EVENT CALENDAR
4
4
3
2
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
Technology is evolving faster than ever before, and implementing new AI driven software programs will enhance efficiency and effectiveness
Technology must be underpinned by obsessive customer service, empowered customers, and customer-centric business models
Technology innovations alone will never be able to provide the best possible customer service
Combining digital tools with a human touch will create the best imaginable customer service
Key Takeaways
To move beyond creating simply “satisfactory” customer service to creating the best possible customer service, carefully consider these four areas:
1. Culture
• Cultivate a strong organizational culture - the foundation that allows teams to thrive
• Be transparent; utilize open (not hierarchical) collaboration
next area
2. Strategy
• Strategy is not just what you are going to do, but what you are not going to do
• Ask: Does my process allow agents to do something about a problem?
3. Data
• Effective data management is a strategic imperative for contact centers
• Leverage data to derive actionable customer insights
4. Technology
• Ensure your vision is driving technology choices - not the opposite
• Don’t use technology as a band aid; get your strategy in order first and tailor to your organization
Top Insights & Ideas from Customer Contact East '24
What are 4 Key Areas to Focus on for Better Customer Service?
Underscoring The Value of Customer Contact in Driving Company Success
The 5A’s of CX, Leadership in the Contact Center and Leveraging AI Technologies
Eclipsing Your Customer’s Expectations
6th Annual
OCTOBER 19-22, 2025 | TUCSON, AZ
A FROST & SULLIVAN EXECUTIVE MINDXCHANGE
Blazing New Trails
CUSTOMER CONTACT WEST:
21st Annual
LEARN MORE
By Suzy Weaver
Chief Customer Officer
Slavic401k
The Role of Leadership in Fostering a Customer-Centric Contact Center
Fostering a Culture of Empathy, Empowerment, and Understanding
CLICK TO READ MORE
Top Insights & Ideas from Customer Contact East '24