As a member of the Customer Engagement Leadership Council, you benefit from year-round interaction with your peers from other industries and receive guidance, support, and insight and best-practice knowledge to help you achieve greater heights as a leader.
The Customer Engagement Leadership (CEL) Council provides the opportunity to build personal relationships with executive leadership from many diverse industries and business disciplines.
The Council is comprised of senior-level executives from a variety of functional roles including customer experience, marketing, customer service, customer contact, operations, and strategy.
Industries represented include:
Aerospace & Defense
Automotive & Transportation
Consumer Packaged Goods
Energy & Power
Federal, State, and Local Government
Information & Communication Technologies
Travel & Hospitality
To Harness the Power of Collective Minds
Through the programs of the CEL Council, members enjoy a year-round schedule of opportunities to establish connections with others in the same functional role across a range of industries. In addition, Frost & Sullivan Senior Analysts along with Frost & Sullivan Event Advisory Board and Customer Engagement Specialists serve to validate insights and ensure the dialogs are future focuse.
The Power of Collective Minds are Harnessed Through:
Facilitated Networking & Knowledge Sharing
Year-round in-person and virtual events, totaling 12+ each year
1. EFFORTLESS CUSTOMER EXPERIENCE: The cornerstone of an effortless customer experience anticipates and identifies customer pain, while prioritizing the effortless agenda with internal stakeholders and senior leadership.
Areas of Focus:
Leveraging AI to empower anticipatory and proactive service
Best practices to pull all the pieces together to drive improvement in overall customer experience
Measuring Effort: KPIs, Metrics and Benchmarks for success
2. OPERATIONAL EFFICIENCY AND EFFECTIVENESS: The C-Suite demand for operational efficiency and effectiveness remains unabated. Finding ways to continuously improve processes and keep your CFO happy is critical to long term success in any contact center. Plan for the "must have" people, process, and technology needed to meet the expectations placed on you by senior management.
Areas of Focus:
Standardizing and empowering thinking about process improvement opportunities by all employees across the enterprise
Leveraging automation opportunities in the contact center to empower agents to focus on the customer
3. CUSTOMER EXPERIENCE MEASUREMENT: You can't improve what you don't measure. The resounding connection between effort reduction and customer loyalty is now a well-established truth. There are several metrics that can be leveraged to drive change and achieve customer loyalty targets.
Areas of Focus:
Determining the optimal mix of channels in which to survey your customers
Best practices for survey design and frequency to achieve maximum insights
Determining the best metric to measure your desired outcome
4. EFFORTLESS AGENT EXPERIENCE: Getting the agent experience right is your first step in delivering a true effortless experience for your customer.
Areas of Focus:
Insight on identifying the disconnects between the service contact centers provide, and the service customers expect
Identifying opportunities to leverage robotic process automation to relieve employees from low touch, low value process
5. ARTIFICIAL INTELLIGENCE: Unpack how you can easily integrate AI into your customer service and support experience to help your customers and your agents.
Areas of Focus - Implementation
Quantifying the ROI on AI Investment
Lessons learned and critical success factors for AI implementation
Assessing customer satisfaction with AI solutions and adapting your strategy accordingly
Areas of Focus - Assessment
Grasping the AI alphabet: AI, ML, NLP, RPA, Bots and More
Identifying practical ways to Incorporate AI that deliver true value, to both the Contact Center and the Customer
Metrics to have in place as you deploy AI
Tackling the agent training gap in the age of AI and Digital
6. SELF-SERVE: Aligning your brand strategy (high touch, low touch) with self-serve strategy is critical to the successful automation of your customer interactions. Mapping the self-serve customer journey experience is a success factor for understanding and enhancing those interactions, and delivering ROI.
Areas of Focus:
Implementation of the integration of Chatbots in your self-serve strategy
Balancing live agents and AI in the customer interaction
Facilitating generational channel preferences
Advance as a Best-in-class Leader
The ultimate goal of the Council is to foster accelerated learning and celebrate achievement.
Our annual capstone event in October-the Customer Contact West: A Frost & Sullivan Executive MindXchange-serves as the official gathering of all CEL Council members and the extended Frost & Sullivan Customer Contact community.
In addition, we identify and celebrate high achievers in the Frost & Sullivan Customer Contact Recognition Program
Executives who attend even one Frost & Sullivan Executive MindXchange event derive an immense amount of value. The programs of the CEL Council ensure the experience and learning continue well after the event and consistently throughout the year
See what your peers are saying about the Frost & Sullivan Customer Contact programs.
I loved attending the Frost & Sullivan Executive MindXchange. The speakers and panelists all shared pragmatic insights out of their business experience and the organization managed to spark truly spontaneous conversations throughout the two days. I made great connections which I am sure will last for years!
It's a terrific event where I connect with people from different industries all facing with similar disruptive innovations in our respective spaces. It has relevant topics and much interactivity to engage with cross-industry folks for new ideas and best practices.
Amazing content, amazing networking and the most professional execution team I've seen.
The overall conference was engaging and fostered participation and networking at every event. I would definitely recommend it to others.
A very stimulating and energizing forum where thoughts, brains and emotions all meet together.
The value is in the format, the interactivity and the excellent way in which the event is managed. These elements combine to great a trust community and to allow new relationships to develop.
How To Get Involved
There are two main ways to contribute to and personally benefit from the mission of the Customer Engagement Leadership Council and its programs. We recommend you do both!
JOIN AS A MEMBER
If you are an executive in customer care, customer contact, customer experience, marketing or any related functional area, you are encouraged to apply for membership. Our membership thrives on the diversity of backgrounds, industries and locations of our members to create a rich experience for all. For this reason, executive peers from the same company but different functions are also encouraged to apply.
GET RECOGNIZED FOR EXCELLENCE
The CCs award program by Frost & Sullivan recognizes outstanding achievements in key areas of customer service excellence. This is an annual program and nominations open in January of every year. Learn more and enter your name to be notified when the program opens for entries.
About Frost & Sullivan
Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants. Frost & Sullivan's "Growth Partnership" supports clients by addressing these opportunities and incorporating two key elements driving visionary innovation: The Integrated Value Proposition and The Partnership Infrastructure.
The Integrated Value Proposition provides support to their clients throughout all phases of their journey to visionary innovation including: research, analysis, strategy, vision, innovation and implementation. The Partnership Infrastructure is entirely unique as it constructs the foundation upon which visionary innovation becomes possible. This includes their 360 degree research, comprehensive industry coverage, career best practices as well as their global footprint of more than 40 offices.
For more than 50 years, Frost & Sullivan has been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community. Learn more at frost.com