Welcome to M4 Communications' Five Customer Experience Trends to Drive Value in 2025. Before we dive into the Five Customer Experience Trends to Drive Value in 2025, I want to start with a story. I recently had a similar experience to the scenario below. I tried many times to connect to a live agent, it [...]
CXDay celebration is on October 3, 2017. It's a time to celebrate customers and a time to reflect over the past year and realize just how far we've come. We've come quite a long way since the first CXDay in 2013: -Customer Experience (CX) is now a top priority for many companies, according to recent [...]
I heard someone say recently that delighting the customer is the same as meeting a customer's needs. That is incorrect. By definition, delighting customers means exceeding their expectations. That's different than meeting customers' needs. I understand why they would think the two are interchangeable. Being able to delight the customer is the holy grail of the [...]
