Gamber: 73% of customers say #CX affects purchase decisions; 88% of agents using #AI report higher satisfaction - what is a good rate for deflection that won’t lower #CX? Need to experiment 5/

#FrostCC

Alisha Hightower, Delta Dental on executive storytelling: Data alone doesn’t inspire actions - often it’s too complex; most data sits unused, so a story is integral to making it actionable 1/

#FrostCC

Lee Kemp, PCNA: Where contact center leaders are in their CX journey, they are trying to keep up with the tech of 20 years ago, much less the latest #AI 1/

#FrostCC

Had a fantastic time at the North East Contact Center Forum Expo yesterday, soaking in a uniquely New Englander vibe and connecting with our neighbors. Lots of great chats about how we can help contact centers solve their problems.

The NYT mini crossword is calling our failures out today, folks.

A focus on containment as a success metric has gotten us here. We need to shift that narrative to one of engagement; don’t make customers desperate to escape the automation. Make them grateful for its efficiency while prioritizing #CX

Starting the first annual Frost & Sullivan #CX Women Leadership Alliance workshop with a focus on growth journeys

#DEI
#FrostCC

Arretta Stivers: the high turnover among CSRs is devastatingly expensive to the #ContactCenter

#FrostCC

Sundar Das: Personalization has become table stakes; 70% of consumers expect it

#FrostCC

Albertson on what #AI really means (below) - don’t look at the tech but at where you want to go with it

#FrostCC

Fun day of preliminary activities at Frost & Sullivan CCE. Will start live-posting the event tomorrow!

It has been 10 years since I suited up in my lovely (if hot) robes and my poofy hat to see a group of students graduate and head off to their lives. That chapter of my life is now just one chapter on the way to what I do today. 1/

I started out as a sci fi writer / band geek / theatre nerd who had a knack for programming. After I took more comp sci courses, I fell in love with another aspect of me I didn’t know existed. 1/

I had a nice evening connecting with the #Boston #WomenInProduct chapter this evening. What a cool venue. I don’t come into the city very often, but it’s nice that pieces of it feel familiar when I do.

New Year, new beginnings, old traditions. I rang in the New Year playing 12 hours of games with my children and husband, a tradition we’ve kept up since 2016. A celebration of continuity even as we move into something new.

This weekend is the start of a very special season for me, and I marked it with 4 hours outside putting up decorations. It’s not a religious holiday as I observe it, but the lights, the greens, and the customs of food, companionship, and giving make me so very happy.