A Monthly Update from the Customer Engagement Leadership Council

Dear Council Member,

Welcome to The Pulse, the monthly membership update for Customer Engagement Leadership Council members. We are thrilled to have you on board, and we are looking forward to doing and discussing great things together…in addition to sharing cutting-edge ideas and insights we plan on having some fun, too!

As a Charter Member, please remember that you are the pulse of the council and we will be collaborating with you to build and create a vibrant and visionary Customer Engagement community. We look forward to assembling an outstanding group of leaders, colleagues and friends excited and invigorated by all the changes and developments beckoning on the customer contact landscape.

Steve Schneider
Executive Director,
Service Operations

Aetna Inc.

Steve’s favorite quote:
“Deliver bad news early and in person.”
– Ron Williams, former President and Chairman of Aetna Incorporated

Delivering Happiness: A Path to Profits, Passion, and Purpose.
You’ll laugh and learn as Zappos Chief Executive Officer Tony Hsieh humorously shares the different lessons he has learned in business and life.

“We are surrounded by a digital halo. People will soon be happier with automated solutions. In this era of techno- consumerism, which means high customer expectations and demand, we must provide self-serve solutions to meet the demand of always being connected.” Stephen Loynd, Global Program Director, Frost & Sullivan.

If you are in the mood for a laugh, take a look at this video, A Conference Call in Real Life

Please contact
Joanne Pilger
Vice President,
Research, Global Events

Frost & Sullivan
at jpilger@frost.com


Upcoming Virtual Events

Be sure to accept our forthcoming invitation to:
Empowering the Agent to Do the Right Thing for The Customer
Thursday, July 21, 2016
11:00am PDT/ 2:00pm EDT
Led by Rob Gofourth
Vice President, Operational Strategy and Performance,
Blue Cross Blue Shield of North Carolina

Upcoming In-Person Events

17th Annual
Digital Marketing:
A Frost & Sullivan Executive MindXchange

July 11 – 13, 2016
Asheville, North Carolina

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

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

Intuit Site Tour and Council Roundtable

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

1st Annual
Customer Engagement
Leadership Council Meeting and Dinner

October 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

Coming Soon–
Curated Content

Customer Contact
and Digital Marketing    eBulletins
• And, from the
   12th Annual
   Customer Contact, East:    A Frost & Sullivan    Executive MindXchange:    Chronicles

   Powerpoint Portfolio

   All-Star Videos

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