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CUSTOMER ENGAGEMENT NEWSLETTER

Strategies and Tactics for Extraordinary Times

June 2026 | Vol. 4 | Issue 41

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Don’t miss our next event:
Customer Experience 2026: A Frost & Sullivan Executive MindXchange

July 13 – 15, 2026 | Orlando, FL

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ARTICLES AND INSIGHTS

Adaptive leadership, balancing data with empathy and moving from AI ambition to operational reality.

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VIDEO SPOTLIGHT

Heather Arthur, Vice President, Global Client Experience Centres, Scotiabank, discusses how leaders can say yes to the right things, empower their people and embrace AI …while leading change with empathy and courage.

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UPCOMING EVENTS

Don’t miss our upcoming customer contact events in Orlando, Tucson and Fort Lauderdale …high-level interactive experiences like no other.

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COUNCIL INFO

Learn about membership and how you can connect with the brightest minds in the customer contact industry.

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ARTICLES AND INSIGHTS

Is Your IVR a ROADBLOCK or a PATHWAY Helping to Resolve Customer Issues?

By Brian Jeppesen - Director,
Contact Center Operations,
Fertitta Entertainment

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The Top 10 Strategic Imperatives Reshaping Customer Experience in 2026–2027

By Alpa Shah,
Global Vice President and Associate Partner,
Frost & Sullivan

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Customers Are Rewriting the Self-Service Playbook

By Nate Brown, Head of CX Advisory,
Metric Sherpa and Justin Robbins,
Founder, Principal Analyst,
Metric Sherpa

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VIDEO SPOTLIGHT

Say YES to What’s Next: Service at the Speed of Change

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Heather Arthur, Vice President, Global Client Experience Centres, Scotiabank, discusses why service at the speed of change isn’t just technology or process. It’s the intersection of human + tech + culture. The differentiator — now and always — is how we lead people through change.

UPCOMING EVENTS

loews orlando sapphire

Customer Experience 2026: A Frost & Sullivan Executive MindXchange

July 13 – 15, 2026 | Orlando, FL

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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

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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