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CUSTOMER ENGAGEMENT NEWSLETTER

Strategies and Tactics for Extraordinary Times

September 2026 | Vol. 4 | Issue 47

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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

Customer contact leaders Gavin Johnston, Wayne Simmons and Mrunal Gangrade cover hyper-personalization, architecting customers for life and keeping AI-driven customer experiences secure. Read More

VIDEO SPOTLIGHT

Companies have poured over $210 billion into AI. Customer experience scores have moved 1%. The problem isn’t the technology — it’s that the people closest to the customer are the furthest from the systems that shape their experience. CX leader Shruti Basavaraj Ahluwalia explains in detail how to circumvent this reality.

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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

From Personalization to Autonomous Action: Securing AI Driven Customer Experience

By Mrunal Gangrade,
Vice President of Software Engineering,
J.P. Morgan Chase & Company

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“Customer for Life” Is an Architecture, Not an Ambition

By Wayne Simmons,
Founder, Principal Commercial Systems Architect,
The Customer Excellence AGENCY

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Hyper-Personalization: Crafting Tailored Experiences for the Modern Consumer

By Gavin Johnston,
Director of User Experience Research,
Hyatt Hotels Corporation

Gavin Johnston photo

VIDEO SPOTLIGHT

What the Best CX Leaders Do
When They Don’t Own the Journey

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Presented by Shruti Basavaraj Ahluwalia, Vice President of AI Platforms and Product Transformation, The Institute of Internal Auditors, Formerly, Disney, Citi and Amex

Shruti introduces the Experience Intelligence (E·I) Map, an operating framework that shows CX leaders how to turn AI insights into real customer outcomes — even when they don’t control the data, the workflows, or the tech stack.

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