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How To Get Beyond the Brand Self-Entitlement Problem
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...
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Five Key Customer Experience Trends for 2019 to Watch
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...
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Why We All Should Treat Every Day as CX Day
The 7th annual CX Day is on Tuesday, October 1, 2019. It's always an exciting time for me because it's when we celebrate customers, the customer experience (CX) profession, and each other. Last week,...
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Five Customer Experience Trends for 2020 To Watch
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...
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Five Customer Experience Trends to Watch for in 2021
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...
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Why Empathy is Important and How to Build it in Your Organization
Prior to social media and digital tools, it was a challenge to understand who the customer was and what they wanted to satisfy their needs. Even with all the social and digital tools to help us get...
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Five Customer Experience Trends to Watch for in 2022
Welcome to M4 Communications' Five Customer Experience Trends to Watch for in 2022. As we normally do before we dive into this year's trends, we take a look at the state of Customer Experience last...
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Five Customer Experience Trends to Drive Value in 2023
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...
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How CX Teams Can Get the Most Value from Desk Research
When CX teams conduct customer and user research, they use everything in their tool kit to understand customers and this understanding informs on the decisions they make to improve customer...
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Atomic Research and its Importance in User Research
User research has become much more vital. Organizations now realize how valuable research is to understanding behaviors and needs of users and taking those insights and making informed decisions to...
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