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. ARTIFICAL INTELLIGENCE: AI holds much promise, yet innovation for the sake of innovation alone is not enough. AI's true measure is the value it delivers to your customers. AI strategy must find the ideal balance between efficiency gains and contributions to customer satisfaction and effortless experience.
Areas of Focus:
What does AI include? Assessing the effectiveness of IVR, Bots, Automation, Self-Service
Identifying the opportunities for AI as a tool
Building a business for AI investment, supplemented with KPIs, benchmarks, and data
2. OMNI CHANNEL CUSTOMER: Omni is here, and evolving; the critical success factor for omni hinges on an effective management structure.
Areas of Focus:
Facilitating Customer Channel Preferences
Available tools to monitor channels and provide the essential data insights
Empowering agents to own the omni channel skill set
3. EFFORTLESS 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:
Measuring Effort: KPIs, Metrics and Benchmarks for success
Mapping the effortless experience strategy across all parts of the organization
4. LEADERSHIP CULTURE: Digital transformation and a constant raised bar of customer expectations have created an environment that demands a fresh look into how we develop, lead, and manage a modern workforce.
Areas of Focus:
Listening and acting upon the Voice of the Employee
Understanding multi-generational preferences and adapting talent development strategy
Developing talent to nurture and champion brand values
5. MARKETING AND CUSTOMER SERVICE: Both marketing and customer service are drivers of customer centricity. Building a symbiotic relationship empowers both functions and enables the organization to achieve customer and brand success.
Areas of Focus:
Systems, processes and tools for engaging customer service in social media management
Who owns the customer experience?
Integration of customer data and analytics to drive customer insights and deliver better experiences
Managing brand messaging and in times of crisis
6. CHANGE MANAGEMENT: Change is the only constant and it is prolific. Organizational, technology, customer, product, process...if your people are not ready to adopt the change, there will be pain.
Areas of Focus:
Creating an effective framework for change management
Communicating change top down and across organization
Hiring and nurturing nimble teams who can embrace and adopt change
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 Customer Service Excellence Recognition Program by Frost & Sullivan, recognizes outstanding achievements in five 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