A Monthly Update from the Customer Engagement Leadership Council

Dear Council Member,

Are you raising the bar in best-in-class customer service? The Council’s Customer Service Excellence Recognition Program is a wonderful way for your organization to be recognized by industry experts for excellent work. We are excited to report that nominations for this inaugural program have been submitted and the judging is about to begin!

By recognizing companies who are breaking new ground in customer service excellence, we aim to create a forum for celebrating and sharing best practices in the world of customer experience. Winners in five categories including Omni-Channel Customer Experience, Mobile Customer Care, Web Customer Experience, Social Media Customer Engagement and Customer Engagement Analytics will be honored at the annual Frost & Sullivan Customer Contact Executive MindXchange in October 2016.

New Member Spotlight

Jimmy C. Griffith
Director of Claims Operations

Jimmy's Favorite Quote:
“Attitudes are contagious. Are yours worth catching?”
– Dennis and Wendy Mannering

Blog of the Month

In his recent blog, Frost & Sullivan Senior Industry Analyst Brendan Read states that “Providing an excellent Customer Experience is a worthy objective, but it may not necessarily be aligned with corporate goals.” Why? “Suppliers that offer lesser quality products and services at lower prices calculate their strategy will generate higher repeat sales and profits. In this paradigm, customers will endure minimal customer service, if they perceive overriding benefits from their purchases.”

Customer Experience Insight

IoT is coming, and It's Going to Change the Way you Communicate with Customers

80 billion connected devices, 5 billion internet users and $100 ZB Big Data by 2020….the statistics are staggering and will affect the customer experience industry in profound ways. Is your organization prepared?

On the Lighter Side

Enjoy an organization’s comical comeback to an unhappy customer here.


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

Site Tour

Dates to come
San Antonio, Texas
(Tentative location)

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