Welcome to M4 Communications' Five Customer Experience Trends to Drive Value in 2025. Before we dive into this year's trends, I want to start with a story. I recently had a similar experience to the scenario below. I tried many times to connect to a live agent, it was painful, and after a multitude of [...]
Prior to social media and digital tools, it was a challenge to understand who the customer was and what they wanted to satisfy their needs. Even with all the social and digital tools to help us get close to customers, learn from and listen to them, and engage with them, we still are behind to [...]
I heard someone say recently that delighting the customer is the same as meeting a customer's needs. That is incorrect. By definition, delighting customers means exceeding their expectations. That's different than meeting customers' needs. I understand why they would think the two are interchangeable. Being able to delight the customer is the holy grail of the [...]
