Global research firm Frost & Sullivan brought an event in its Executive MindXchange series to Fort Lauderdale in April. It was the 13th Annual Customer Contact, East: Leveraging Customer Contact as a Strategic Asset.
The Global Response team was excited to engage in the MindXchange. And it was our pleasure to have the chance to meet you there while we explored the many sessions.
MindXchange featured exciting lineup
The event, at the Marriott Harbor Beach Resort & Spa April 23-26, had an exciting lineup. Frost & Sullivan designed the MindXchange series to help prepare clients for current and future growth.
The list of keynote speeches on the agenda included the welcome session. That was titled, Positive Change: How Contact Center Executives Can Ignite the Organization and Move Beyond the Status Quo. Two more keynotes graced the agenda. They were: Calculating the Wins and Losses of Customer Engagement for the Enterprise, and Re-engineering Contact Centers and Organizational Processes.
Sessions on customer care, tech and new channels
The workshop sessions offered a wide variety of topics. On customer care, one session addressed The Human Side of Customer Management: Caring for the Customer as a Person. Another focused on Renewing the Customer Journey.
Among the discussions on channels, you could find sessions like The Re-invention of Chat as a Channel. One session was Deliver Effortless Customer Service at Scale via Messaging, Artificial Intelligence and Chatbots.
And there were plenty of sessions on tech, customer insight and data. A sampling: Progressive Technology and Changing Nature of Customer Engagement. Then there was Leveraging Customer Insight to Drive Customer Experience and NPS. Add to those, Enterprise-wide success: Mining Contact Center Data to Drive Improvements and Capture Opportunities.
Happy to have met you in Fort Lauderdale
As you could see, the Frost & Sullivan event offered plenty of info from which to choose and learn. We were happy to have the chance to meet you there and talk about even a few of these topics.