A Monthly Update from the Customer Engagement Leadership Council

Dear Council Member,

Wow, there are a lot of Council happenings coming up! The Council will meet in October to discuss the critical issues for 2017. There's also an Intuit Site Tour and an Executive Roundtable on Cross Enterprise Collaboration and Integration of Brand Experience. Intuit has many teams generating customer insights that are fed back into their core product teams to eliminate customer pain in their offerings; join us to learn more about Intuit’s people, their dynamic capabilities, and their collaboration with product teams.

We have a full agenda at our 12th Annual Customer Contact, West: A Frost & Sullivan Executive MindXchange, which features our inaugural Customer Service Recognition program. Find out which companies rank as High Achiever in five unique categories, and what they did to receive the recognition. Be sure to book your flights to Tucson soon!

New Member Spotlight

Eric Poe
Managing Director and Site Leader, National Contact Center 

Eric’s favorite quote:
“If you spend too much time thinking about a thing, you’ll never get it done.”
– Bruce Lee

Doug Woodard
Managing Vice President, Customer Channels, US Card Operations 
Capital One

Doug’s favorite quote:
“Dream big dreams, for only big dreams have the power to move men’s souls.”
– Marcus Aurelius Antoninus

Blog of the Month

In a recent article,
“10 Principles of Organizational Culture,”
strategy+business highlighted how crucial it is to deploy authentic informal leaders (AILs). "In our work, we have seen AIL networks help bring about changes that lead to real business outcomes such as creating a more positive customer experience on service calls, improving quality during product development, ..."

Customer Experience Insight

“The greatest challenge is perhaps determining ownership of the customer experience and the customer journey. After all, isn’t the ultimate goal to provide a spectacular brand experience no matter the interaction channel?” – Michael DeSalles, Principal Analyst, Customer Contact, Frost & Sullivan

On the Lighter Side

If you've ever felt like you were talking to a Customer Service robot, click the arrow below!


Upcoming In-Person Events

12th Annual
Customer Contact, West:
A Frost & Sullivan Executive MindXchange

October 23 - 26, 2016 Tucson, AZ
JW Marriott Tucson
Starr Pass Resort & Spa

Customer Service Excellence
Recognition Program

October 26, 2016
Tucson, AZ
JW Marriott Tucson
Starr Pass Resort & Spa

Intuit Site Tour and Council Roundtable

October 26, 2016
Tucson, AZ
2800 East Commerce
Center Place

Customer Engagement
Leadership Council Meeting and Dinner

October 26, 2016
Tucson, AZ
JW Marriott Tucson
Starr Pass Resort & Spa

Upcoming Virtual

December 2016
Topic: Leveraging Customer Analytics to Deepen Engagement and Deliver Differentiated Experiences

February 2017

Topic: Omni Channel Excellence - Creating Seamless and Consistent Customer Experiences Across Both Traditional and Digital Channels

Questions, Ideas, Insights:

Please contact
Joanne Pilger
Vice President,
Research, Global Events

Frost & Sullivan
at jpilger@frost.com

P.S. If you have a friend or colleague you think would bring rich insight to the Council, please nominate them now!
Please contact
Matt McSweegan at matthew.mcsweegan@frost.com or 516-255-3812 for details