In my recent CMSWire article, I wrote about how AI search is becoming the new gatekeeper in B2B buying — how buyers are using tools like ChatGPT and Perplexity to research vendors before ever visiting a website, and how the buying decision is increasingly happening before you know a prospect exists. If you haven't read it, [...]
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" [...]
Welcome to M4 Communications' Five Customer Experience Trends to Drive Value in 2023. Before we dive into this year's trends, let's review the state of Customer Experience from last year. EPSON scanner image State of CX in 2022 2022 was all about deterioration of customer trust. There was a stat a few years ago that [...]
