Somewhere in most organizations right now, a CX team is under pressure to move faster on AI. A competitor launched something. A board member read an article. The tools are impressive, the demos are slick, and the message from above is some version of: why aren't we doing this yet? So, the question on the table [...]
A while back, I was brought in to do foundational work for a company: segment the customer base, build out the personas, and design the value proposition. It was the right work to do. It also took months — interviews, workshops, data pulls, the slow process of turning scattered signal into something the business could [...]
A contact center director I spoke with recently was proud of her team's AI rollout. Automated routing, real-time agent assist, call summarization — the works. Six months in, customer satisfaction scores were trending upward and handle times were down. Then one of her AI-powered chat agents told a visibly distressed customer to "try to look [...]
Welcome to M4 Communications' Five Customer Experience Trends to Drive Value in 2026. 2026 is the year of the horse. And, the year ahead demands something different from CX leaders. It is a time of high energy, bold action, leading with trust, and breaking from the past. It's a time to act. To progress with [...]
We've had several conversations recently with CX leaders that got us thinking. Their AI chatbots were handling thousands of interactions successfully—until one told a frustrated customer to "calm down." Sound familiar? You're not alone. This scenario is playing out in organizations worldwide, and it's exactly why responsible AI governance has moved from "nice to have" [...]
