Customer Contact Blog
How an Intelligent Front Door Helps You Ease into AI
“The process of determining what to automate can be a journey because there are so many places to start. I am going to show and discuss a small roadmap example that’s universal to any type of business. A few real-world examples of where to start with AI are an...
Customer Preference – It’s Personal
By Rob McDougall, President and CEO Upstream Works Software I’ve been reading a lot recently about the importance of contact centers learning and understanding customer preference. According to industry magazines, predicting customer preference seems to be the thing...
What is Hyper-Personalization and Why Is It a Key Customer Experience Component?
With service now the biggest competitive differentiator, it’s no longer enough to provide efficient, or even tailored service. Today’s customers expect an increasing level of personalization and will choose to buy from the brands that are able to offer service...
5 Moments When Customers Turn Into Brand Promoters
Many types of customers contact your brand. Prospective customers wanting to learn more about your products or services. Existing customers with questions or who want to purchase an upgrade from you. Existing customers who are experiencing issues. But no matter the...
How an Intelligent Front Door Helps You Ease into AI
“The process of determining what to automate can be a journey because there are so many places to start. I am going to show and discuss a small roadmap example that’s universal to any type of business. A few real-world examples of where to start with AI are an...
Botman versus SuperAgent: The Dawn of a New Contact Centre
By Dr. Nicola J. Millard, Head of Customer Insight and Futures, BT Global Services Movie theaters have been packed with superhero movies lately. Many of these pit human against machine in a fight to the death. Is the contact center industry undergoing a similar battle...
Exploring Virtual Reality for Empathy Training
By Adam Schouela, Fidelity Investments Vice President, Product Management – Emerging Technology, Fidelity Labs Sam, a Fidelity Investments associate in one of the customer contact centers, removed the headset and handed it back to me. I had just taken him through our...
Join Your Colleagues on the Customer Engagement Leadership Council
Navigate the new era of customer engagement with confidence -- and reap the rewards The Customer Engagement Leadership (CEL) Council, a Frost & Sullivan Professional Development Community, is the world's foremost member-driven, global business leadership network for...
Engaging with the Consumer of the Future: The Next Wave of Innovation
Watch Video PRESENTED BY Brian David Johnson, Futurist in Residence, Center for Science and the Imagination, Arizona State University SESSION ABSTRACT The future isn’t an accident. The future is built everyday by the actions of people, organizations and corporations....
Frost & Sullivan Viewpoints: Enabling Robots (Process Automation) for Enhanced CX and Cost Management
Customer contact organizations face growing competitive pressures to simultaneously improve the customer experience (CX), increase productivity, and reduce costs. For good reason: delivering a cost-effective excellent CX is becoming the prime means by which companies...