By: Sandra Crawford, Global Director of Strategic Alliances
Attending Frost and Sullivan’s Customer Contact, East is a perennial highlight of Spring. We found this year’s theme, “Leveraging Customer Contact as a Strategic Asset,” to be both poignant and timely. Ignoring the way digital transformation is fostering an unprecedented realignment of workplace, workforce, consumer experience and expectations is no longer an option, and it is crucial that companies address this reality when developing customer journey roadmaps.
The only constant in the world of contact centers is change. Throughout the many thought-provoking conversations in which we took part, we were not only reminded of this message, but also to the many challenges presented by a marketplace in constant flux. The ability to engage one-on-one with contact center managers and executives is well worth the cost of admission.
Customer Contact, East affords us the opportunity to hear from the industry’s foremost experts on the future of customer experience, as well as the strategic and evolving role of contact centers in organizational success. On behalf of the entire Enghouse Interactive team, we want to thank Frost and Sullivan for continuing to host events that offer such valuable insight and compelling content, and we can’t wait to see what they have in-store for the rest of 2017 and in 2018.