Mike Murchison

Brands Still Struggling to Provide the Experiences Today’s Customers Expect; Proactive CX can Help

In my earlier blog, I outlined a number of trends that will inform the way businesses prioritize customer needs and interests. Brands are looking for answers about HOW they can have more engaging and meaningful conversations with their customers. But nearly halfway through 2021,...

2021 Needs to be the Year of the Customer

In an earlier blog, I talked about the opportunity that CX leaders have to redefine their teams in a way that works for customers and the bottom line by embracing automation. While making predictions in the wake of 2020 seems risky at best, there...

CX Can Differentiate Your Business, But What About Your Career?

As lockdowns end, and business activity begins again, it is clear that whatever the ‘new normal’ is, it is going to include a lot of uncertainty. We have already seen drastic budget headcount reductions across all industries. That said, customer expectations are growing and...

Business is Going To Fluctuate — Automation Can Help

With markets ping-ponging, a global health crisis expanding by the day, and political uncertainty, many businesses are feeling uneasy (at best) about the future. Companies around the world are scrambling to meet the changing needs of customers on a timely basis, maintain responsibilities to...

Top Three Reasons Why an Automation-First Strategy Will Transform Your Customer Service

As we enter into a new decade, the need for innovation in customer experience will continue to be a top priority for many businesses. With the rise of e-commerce, digital banking, and other online services, AI has become a standard part of many customer...

Five Ways the Right Chatbot Can Simplify Customer Support and Improve Satisfaction

Omni-channel, self-service customer support is no longer a need, but a necessity. A new generation of digital consumers is used to the instant gratification that comes from the next show, the next ride, the next meal all only being only a tap away. And when…

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