by Bobby Matthews | Aug 12, 2022 | Blog
Even tiny shifts in leadership focus can lead to costly drops in customer experience. After showing an impressive post-covid CX rebound – and steady gains in 2021, US brands appear to have hit the wall. That’s according to Forrester’s 2022 US Customer Experience...
by Bobby Matthews | Jun 21, 2022 | Blog
It’s Time to Look Beyond Brand Loyalty The 6 ways consumers build long-lasting connections (and more profitable relationships) with the brands they love In their newly released 2022 Brand Intimacy Report, MBLM has expanded their decade-long investigation into the...
by Bobby Matthews | Jun 7, 2022 | Blog
“You can make or break a brand relationship in a single conversation…” That was an opening sentence that caught my eye the other day. Instantly, I thought, “Agreed!” It was an article about the tumultuous shifts that contact centers – and the brands that...
by Bobby Matthews | May 10, 2022 | Blog
These 5 Emerging CX Trends Will Determine Your Brand’s Success Get the breakdown from North America’s leader in customer care. For North American brands and the customer care teams who support them, 2020 launched a period of upheaval, unforeseen challenges, and...
by Bobby Matthews | Apr 26, 2022 | Blog
“Many organizations claim to be customer-centric. So why do some continue lose customers, while others deliver phenomenal experiences?” That’s the opening line in a recent CMS Wire article by Jason VandeBoom. It’s also the central, multi-million-dollar question at the...
by Bobby Matthews | Apr 13, 2022 | Blog
In their recent 2021 survey of contact center leaders, Deloitte Digital explores how post-pandemic contact centers are rapidly evolving into customer experience (CX) hubs. The survey is well worth the read, outlining 5 critical findings. For me, the most striking...
