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" [...]
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 [...]
I had a conversation with a colleague recently about customer trust and it got me to thinking about it. We are so focused on making the sale, reducing churn and growing the business that it seems customer trust is an after-thought. Yet, we must first develop relationships with customers and earn their trust for them [...]
