Channeling Change for Breakthrough Customer Engagement: 12th Annual Customer Contact, West: A Frost & Sullivan Executive MindXchange

Interactive event will share insight on key practices for delivering a customer experience that drives competitive advantage
Frost & Sullivan
2016-06-28 21:15 2047

MOUNTAIN VIEW, Calif., June 28, 2016 /PRNewswire/ -- Frost & Sullivan is pleased to announce the 12th Annual Customer Contact, West: A Frost & Sullivan Executive MindXchange, taking place October 23-26, 2016 at JW Marriott Starr Pass in Tucson, AZ.

This premier event will reveal a roadmap for customer experience transformation that will help businesses move the customer service bar from "good" to "great!" This year's featured keynote speakers include Brian David Johnson, Futurist in Residence, Center for Science and the Imagination, Arizona State University and James Lloyd, Irate Customer Handler & Humorist, 9 Screens International.

To register and download the event agenda for the 12th Annual Customer Contact, West: a Frost & Sullivan Executive MindXchange, please visit: 

Futurist Brian David Johnson works with organizations to help them develop actionable 10 - 15 year insights to harness for the future, this practice is called "Futurecasting." Johnson utilizes ethnographic field studies, technology research, cultural history, trend data, global interviews and even science fiction, to provide a pragmatic roadmap of the future.

Johnson's opening keynote presentation is entitled, Engaging with the Consumer of the Future: The Next Wave of Innovation. The presentation will offer an overview that will help customer contact leadership envision the future of their contact centers and offer insights and predictions that will help them innovate and serve the "customer of the future."

Additionally, 9 Screens International James Lloyd's keynote, Dazzling Service: Mastering the Art of Turning Defectors into Loyalists, will provide insight into how to use humor and positivity to transform organizational cultures and in turn improve customer service. Accomplishing both of these things will invariably improve an organization's bottom line.

Lloyd's workshops in "Customer Service" and "Motivating Others" have had dramatic effects across many industries. For example, Blue Cross of California and a dozen other insurance companies have hired him to transform their cultures. Furthermore, the Virginia Department of Motor Vehicles hired Lloyd after receiving numerous complaints of poor service and low morale; now their service is highlighted as extraordinary.

The 12th Annual Customer Contact, West: A Frost & Sullivan Executive MindXchange will offer customer contact industry Vice Presidents, Directors and other senior level executives the opportunity to benefit from:

  • Truly innovative case studies and best practices
  • Dynamic collaboration zones that foster disruptive and transformational thinking
  • Panel discussions led by industry trailblazers
  • Networking opportunities with peers and professionals leading the way in customer experience

For additional information, please email

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.

Our "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 our 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 our 360 degree research, comprehensive industry coverage, career best practices as well as our global footprint of more than 40 offices.

For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community.

Is your organization prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing customer dynamics and emerging economies?

Contact Us: Start the discussion


Chiara Carella
Corporate Communications – Global Director
P: +44 (0) 207-343-8314

Source: Frost & Sullivan
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