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CUSTOMER ENGAGEMENT NEWSLETTER

Strategies and Tactics for Extraordinary Times

July 2026 | Vol. 4 | Issue 42

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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

Key ideas and takeaways from Customer Experience 2026, building truly customer-centric products, and a framework for harnessing energy and leading through change. Read More

VIDEO SPOTLIGHT

Dan Gamber, Director of Experiences, Bridgestone Retail Operations, LLC, shares how he and his team analyzed and re-vamped the customer journey, designing a vastly improved customer experience and greatly enhancing profitability.

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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 membership and how you can connect with the brightest minds in the customer contact industry. Read More

ARTICLES AND INSIGHTS

Building Products that Matter to the Customer

By Shri Nandan,
Global Digital Leader,
Formerly Vice President,
AI Products and Experiences, Comcast

Shri N. photo

The Missing Layer in Customer Contact Transformation: Metacognitive Energy

By Lauren Guidry,
Regional Head of Customer Care &
Business Excellence, Deputy VP
CMA CGM and LG Energy Coach

Lauren Guidry photo

VIDEO SPOTLIGHT

Raising the Bar: Delivering Preemptive Customer Service

Dan Gamber

Headliner Dan Gamber, Director of Experiences, Bridgestone Retail Operations, LLC, led this case study presentation, sharing how he and his team leveraged customer journey-mapping, AI and data analytics to better understand – and greatly improve – frustrating, low-resolution customer experiences. Watch to learn how Bridgestone took a traditional cost center and evolved it into a revenue generator.

UPCOMING EVENTS

tucson

Customer Contact West: A Frost & Sullivan Executive MindXchange

October 18 – 21, 2026 | Tucson, AZ

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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