Top 10 Takeaways from the 18th Annual Customer Contact East: A Frost & Sullivan Executive MindXchange
The 18th Annual Customer Contact East: A Frost & Sullivan Executive MindXchange in sunny Fort Lauderdale was packed with innovative, collaborative, and analytical in sunny Fort Lauderdale was packed with innovative, collaborative, and analytical executives. Enthusiasm levels were high, and participants dove into each of the sessions with great energy. As a result, they were able to learn, share experiences, and have fun while meeting new colleagues, thought leaders, partners, suppliers, and customers.
It comes as no surprise that this was the first face-to-face event for many since the pandemic, which has heavily impacted the customer experience (CX) arena as well as our own personal and professional lives. During the last two years, we witnessed rapid adoption of disruptive technologies and innovative practices across industries, particularly within the contact center landscape. On average, digital transformation strategies worldwide sped up 6.5 years due to the pandemic.
This paper will provide the top 10 takeaways from some of the most insightful sessions of the event, backed up with findings from Frost & Sullivan research and other sources.
- Introduction
- The Increasing Significance of the Contact Center in 2022 and Beyond
- CX: The Catalyst for Enterprise Success
- Digital Transformation in the Contact Center and the Opti-Channel Approach
- Hints to Create a Mobile-Friendly CX
- The Four Aspects of Customer Happiness
- The CX Perception Gap
- Striking the Right Balance for AI in the Path for CX Excellence
- It Comes Down to Trust
- A Modern Agent Job Description for a New Business Landscape
- The Supplier Experience
- A Final Word from Frost & Sullivan
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