INSPIRATION
MARCH 2025 | VOL. 4 | ISSUE 28
1
QUICK QUIZ
Read More
CUSTOMER ENGAGEMENT NEWSLETTER
TAKE OUR QUIZ
New CX Perspectives, Challenges & Opportunities in CX, and AI Integration & Strategy
Strategies and Tactics for Extraordinary Times
MEMBER LOGIN
Read More
BACK TO TOP
Standardizing content for all users
Reducing employee training programs including AI-powered agent / employee guidance
Eliminating knowledge management systems (KMS)
Creating and delivering tailored content and experiences based on user preferences
What is one growth opportunity for businesses in 2025?
SUBMIT
AI as a composer: Making beautiful music while we work
Correct Answer:
Creating and delivering tailored content and experiences based on user preferences
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
Hyperpersonalization also supercharges outbound customer
engagement, providing targeted, just-in-time offers, information, and enticements for additional engagement.
Growth Opportunities for Customer Experience in 2025
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
2025 CX Predictions: Hypersonalization is Key for Customer Satisfaction
CE INSIGHTS
Predictions for Customer Experience (CX) Transformation, 2025 to 2026
Customer engagement insights
By Sean Albertson
Founder and CEO
CX on the ROCKS Collective
The Evolution (or Destruction) of Customer Experience
Pressing Challenges and Potential Opportunities for the CX Workforce
CLICK TO READ MORE
CLICK TO READ MORE
Accelerating AI Adoption and Maximizing its Impact
AI Integration and Strategy: Proactively Planning for Smooth AI Deployment
By Patricia Jacoby
Senior Content Specialist
Frost & Sullivan
CLICK TO READ MORE
Go and See the Work: Making the Invisible Visible
By Kat Ketter
Member Engagement
and Customer Experience Expert
A New Perspective on Improving the Customer Experience
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
juNE 24 - 26 | LOS ANGELES, CA
A FROST & SULLIVAN EXECUTIVE MINDXCHANGE
CUSTOMER EXPERIENCE 2025:
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
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
2
3
QUICK QUIZ
3
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
Underscoring The Value of Customer Contact in Driving Company Success
Succeeding in a New Age of Digitally Powered Customer Interaction
6th Annual
OCTOBER 19-22, 2025 | TUCSON, AZ
A FROST & SULLIVAN EXECUTIVE MINDXCHANGE
Blazing New Trails
CUSTOMER CONTACT WEST:
21st Annual
LEARN MORE
Top Insights & Ideas from Customer Contact East '24
Prediction #1- CSAT still in flux but hyperpersonalization is here to stay.
According to Predictions for CX Transformation, a report by the Frost & Sullivan Research Team consisting of 10 important CX Predictions, prediction #1 is that improving customer satisfaction (CSAT) is stil in flux and that hyperpersonalization is key. As products and services are increasingly commoditized, CX has become today's most important differentiator in business, and contact center decision-makers agree.
Moving forward, businesses will leverage technologies such as AI and Generative AI (GenAI) in a more precise and prescriptive way, seeking to align the technologies with business cases before implementation. Other key findings: Generational expectations must be deliberated when making investment decisions. Enhancing self-service functionality is critical for reducing costs and improving revenues.
The CX Women’s Leadership Alliance Workshop
Part of the 21st Annual Customer Contact East: A Frost & Sullivan Executive MindXchange
FEATURING:
Natalie Beckerman
Global Head
Customer Support Operations
IHG
SESSIONS INCLUDE:
Defining Your Path Forward
Showing Up For You: A Value Assessment and Growth Mapping Diagnostic
Empowering Women Through Meaningful Connections- Coaching Each Other and How to Get Better
REGISTER NOW
According to Frost & Sullivan’s 2024 ITDM survey:
GROWTH OPPORTUNITIES
Deliver context and AI-powered agent / employee guidance and assist across an agent / supervisor workday.
Create and deliver tailored content and experiences to individual users based on their preferences, past interactions, and unique needs.
Improve the depth and quality of interactions through integration with knowledge management systems (KMS).
67% of executives want to improve their overall CX
73% say they want to improve brand awareness & loyalty
Go and See the Work: Making the Invisible Visible
Customer engagement insights
Read more from the report here.