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2024 Critical Issues

Each year, members of Frost & Sullivan’s Customer Engagement Leadership Council vote on the most important issues facing the customer service industry in their region of the globe. The Council consists of highly dedicated, team-oriented and visionary leaders in customer service, customer experience, operations and marketing who believe in empowering people and enriching lives through their businesses.

The annual Critical Issues become the key areas of focus for member discussion and Council events throughout the year. Programming that focuses on these issues is designed to equip members with the tools and strategies they need to navigate current industry challenges and prepare for the future as well, with the end goal of positioning their organizations for ongoing success.

See below for the issues that members voted to prioritize in 2024. Addressing these issues via Virtual and In-Person Events, Interactive Discussions, Executive Briefs and more will form the foundation of member learnings and experiences in the coming year, but anyone in the industry will benefit from a close reading of the challenges below.

Leveraging Evolving Technologies

The Evolution of Customer Expectations

OPTIMIZING THE CUSTOMER EXPERIENCE JOURNEY

Keeping Pace with Heightened Demands in the Customer Journey

Competing on Employee Experience

Leadership in an Evolving Contact Center Ecosystem

Mapping Root Cause for Proactive Solutions

EXPLORE ALL CRITICAL ISSUES

Attend Site Tours, In-Person & Virtual Events

Connect monthly with peers from a wide range of industries and functions to share insights and solve real-world problems with proven strategies. A balance of in-person and virtual events throughout the year gives you access to deep discussions so you can build your expertise and deepen your professional relationships.

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"The Council is truly one of the most valuable organizations I belong to."

— Robert GoFourth, BlueCross BlueShield of North Carolina

"The diverse member community provides first-hand insight into how common problems are solved across multiple industries."

jerry-lesuire1 — Jerry L., Media & Entertainment Company

"Being a member has helped me professionally. Engaging with other CX leaders I am able to put my own challenges in perspective and help my company see things differently, (both our strengths and our needs for improvement)."

— Raquel McCarthy, Replacements, Ltd.

"The Council allows me to solicit and pass on feedback to my executive team that I can gather from direct discussions with senior leaders from top firms."

–Tom Farrell, Medium Enterprise Computer Services Company

Access Expert Insights & Research

Gain 24-7 access to a rich knowledge base of timely, relevant and important research, presentations and executive summaries focused on a wide range of Customer Engagement critical issues. Armed with these expert insights, you’ll be poised to navigate the rapid changes in customer engagement with confidence.

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Extend Value To Your Internal Teams Online

Leveraging the power of a robust online platform for connection and education, you and select members of your executive team can network with peers around the world, accelerate your learning and pass along value to your internal teams.

Ready to be a champion for the future of customer engagement in your organization?

See how The Customer Engagement Leadership Council works.

Inspire and Be Inspired
By Leaders in Customer Engagement

Connect with the Brightest Minds in Customer Engagement