Top Takeaways from Frost & Sullivan’s Customer Contact Virtual

Frost & Sullivan launched the first ever virtual customer contact event. The new platform proved successful for an interactive Executive MindXchange, despite the obstacles COVID-19 created for such events. We had a full house, where the majority of people stayed engaged on the event platform throughout the program. Moving from session to session was seamless, speakers brought new thinking to the table, and thought leaders kept the conversations going in breakout sessions.

It comes as no surprise that this pandemic has heavily impacted the CX world. Each industry has its own set of issues, which are being handled in compelling and creative ways.

This paper will provide the top takeaways from this insightful event and showcase some real-life examples of companies, such as Peloton and Safelite, that successfully managed the challenges that COVID-19 brought forth.

Key takeaways covered include:
- Flex-time and remote working is here to stay
- Digital transformation has accelerated
- Customer is still king
- Videconferencing has arrived
- The omnichannel revolution has begun
- Self-service tools can deliver excellent CSAT scores

Customer experience is the top corporate objective and IT investment driver, yet budgets are not always available to purchase the latest technologies needed to operate efficiently, ensure employees engaged, and keep customers loyal to brands. COVID-19 has created an urgency to start investing and excelling in CX.

Author: Alpa Shah