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 [...]
At the start of 2025, we made five predictions about customer experience trends that would shape how brands engage with their customers and drive business value. Now that we're at the end of the year, it's time to take a candid look at what happened—and what didn't. The honest answer? Four out of five. Not [...]
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 [...]
Welcome to M4 Communications' Five Customer Experience Trends to Watch for in 2021. Before we dive into what's in store for this year, let's take a look at the state of Customer Experience. If we were at the beginning of 2020, no one could have predicted how upside-down, sideways, diagonal our lives would become at [...]
Welcome to M4 Communications' Five Customer Experience Trends for 2020 To Watch. This has become an annual event here at M4. But before we dive in, let's take a look at where we are with Customer Experience. The Current State of Customer Experience So, where are we with Customer Experience (CX)? The answer to the [...]
I love this time of year. It's the time of year we reflect on the journey we've taken and the journey we've yet to take. It's also when we hear many prognostications on predictions and trends. So before I provide you with the key customer experience trends for 2019 - which has become an annual [...]
Before starting to write about customer experience trends for 2018, I wanted to get a lay of the land. I love when I hear more executives say customer experience is crucial to their company's business strategy. In 2015, Accenture reported that 41% of respondents it interviewed said that customer experience was critically important to its [...]
