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 [...]
I had a wonderful time in October participating as ICMI's first guest on it's new show, First Friday Fireside Chat. You guessed it - the show is on the first Friday of each month on Facebook. The show covers all things customer service and beyond. We talked about customer experience (CX). I was asked about [...]
Last month, I had an unpleasant experience with a fairly large brand. I contacted the brand on Twitter. While the brand responded to me in less than an hour, it wanted me to call into customer service. But wait a minute. Didn't I just reach the brand? Didn't I just contact them for help? Why [...]
