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CUSTOMER ENGAGEMENT NEWSLETTER

Strategies and Tactics for Extraordinary Times

August 2026 | Vol. 4 | Issue 43

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Don’t miss our next event:
Customer Contact West: A Frost & Sullivan Executive MindXchange

October 18 -21, 2026 | JW Marriott Starr Pass, Tucson, AZ

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ARTICLES AND INSIGHTS

Global CX Executive Natalie Beckerman discusses her new book, When Did You Stop Caring, and John Bord, formerly, CX Manager at Tucson Electric Power, shares his new framework for Leveraging Enterprise Customer Intelligence ™ and more. Read More

VIDEO SPOTLIGHT

Using real-world examples ranging from operational AI at the gate to AI-enabled contact centers, Dana Shapir Alviene, Chief Guest Officer, Breeze Airways, explores how leaders can thoughtfully deploy AI in customer-facing environments.

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UPCOMING EVENTS

Start planning for Customer Contact West in Tucson this October and Customer Contact East in Ft. Lauderdale, April 2027. Get ready for interactive experiences and insights from speakers on the leading edge of technology and customer service!

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COUNCIL INFO

Learn about Customer Engagement Leadership Council membership and all the benefits it brings – including virtual and in-person events led by CX thought leaders, access to timely research, executive briefs and more. Read More

ARTICLES AND INSIGHTS

Unlocking Competitive Advantage: The Strategic Power of Enterprise Customer Intelligence

By John Bord,
President and CMO, Guevavi,
Formerly Manager, Customer Experience,
Tucson Electric Power

06937919-886a-4536-aa98-8a7d98be4984

Q&A with Natalie D. Beckerman,
Executive Vice President,
Chief Business Officer, iQor

By Patricia Jacoby ,
Senior Content Specialist,
Marketing,
Frost & Sullivan

Natalie Beckerman-photoaidcom-cropped

Your Next Customer
May Not Visit Your Website

By Mark Levy,
Customer Experience Executive,
Author and Advisor

 

Mark Levy

VIDEO SPOTLIGHT

AI Without Fear: Building Trust in a Fast-Changing World

Dan Shapir Alviene

Dan Shapir Alviene, Chief Guest Officer, Breeze Airways, discusses AI and the travel journey, including how to balance automation, human judgment and trust for competitive advantage. Key takeaways: put purpose before technology. Then, start with the problem, not the tool, and define measurable outcomes.

UPCOMING EVENTS

tucson

Customer Contact West: A Frost & Sullivan Executive MindXchange

October 18 – 21, 2026 | Tucson, AZ

Learn More
ft lauderdale pool

Customer Contact East: A Frost & Sullivan Executive MindXchange

April 11 – 14, 2027 | Fort Lauderdale, FL

Learn More

CUSTOMER ENGAGEMENT LEADERSHIP COUNCIL

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Connect with the brightest minds in customer engagement!

  • Virtual Events led by industry thought leaders
  • Executive Briefs summarizing insights from the field
    Read a Brief Here
  • Frost & Sullivan research at your fingertips
  • Exclusive access to our celebrated Customer Contact and Customer
    Experience Executive MindXchanges… and more

Contact Paul Cece at myfrost@frost.com to learn more about membership