Frost & Sullivan Offers Insight and Actionable Strategy for Hardwiring Customers to your Business

Customer Contact event to assist businesses on how to serve multi-generational customers and provide the service they deserve

Jan 23, 2014, 07:48 ET from Frost & Sullivan

MOUNTAIN VIEW, Calif., Jan. 23, 2014 /PRNewswire/ -- Contact Center Strategy is always a hot topic, particularly when it comes to learning how companies should serve today's customer and affirm their loyalty. Frost & Sullivan discusses how this strategy can be created, along with making call center technology work to achieve consistent and improved results within the call center and larger organization at the 10th Anniversary Customer Contact 2014, East: A Frost & Sullivan Executive MindXChange taking place April 6 - 9, 2014 in Marco Island, FL.

Frost & Sullivan offers a program at this event that consists of interactive tracks focusing on actionable strategy and optimizing today's technology in order to address diverse organizations' specific goals and serve them successfully. Executives seeking insightful takeaways and actionable strategy to enhance their customer's experience should attend this event. Participants will have the opportunity to meet and collaborate with senior-level executives in customer contact, customer service and customer experience. Attendees will also participate in interactive sessions, enabling them to actively share insights, ideas and best practices across industries.

Below are featured tracks of the 10th Anniversary Customer Contact 2014, East:

  • Customer Insight and Experience
  • Agent Development
  • Actionable Analytics
  • Added Value for the Enterprise
  • Channel Advancements
  • Self Care

Featured speakers at the event include:

Shep Hyken, the "Chief Amazement Officer" at Shepard Presentations, as well as a New York Times and Wall Street Journal best-selling author and hall-of-fame speaker. As a customer service expert, Hyken helps companies build loyal relationships with their customers and employees, which will be exemplified through his keynote. Hyken will discuss how to create customer experiences that transcend expectations and thus teach participants how to be the "chief amazement officers" at their own companies.

Tammy McLeod, Vice President and Chief Customer Officer for Arizona Public Service Company (APS), is responsible for customer service operations, marketing,, and smart metering. In her presentation, McLeod will speak about creating a customer centric culture. Some companies are founded by individuals who know that their customers are the life-blood, but some haven't been as attentive. McLeod will show how the less attentive companies can turn the ship, so that it's sailing along with the customer point of view.

Banafsheh Ghassemi is currently the Vice President Marketing, CRM, Customer Experience and Marketing Excellence at American Red Cross. Ghassemi established the first customer experience organization at the American Red Cross with an uncommon charter within the non-profit sector, focusing on customer experience and customer relationship management (CRM) strategies as differentiating growth catalysts for a broad and diverse constituent base. Ghassemi will deliver a keynote entitled "The Bigger Picture: From Customer Experience, to Brand Experience," which will deliver an account of The American Red Cross's journey towards building a brand experience that leverages the power of data, emerging technologies, such as social and mobile, and analytics.

To learn more about the 10th Anniversary Customer Contact 2014, East: A Frost & Sullivan Executive MindXchange, please visit: or to immediately download the event agenda, please visit: For more information, please email: Please join the conversation on Twitter using: #CCFrost.

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Mireya Espinoza
Corporate Communications – North America
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