Sean Whitley

When customer support strategies contribute to creating happy customers, magic happens for companies. But to what degree is customer support truly reinforcing a great customer experience (CX) within today’s businesses? New research commissioned by Mitto examining the state of the customer experience highlights that...

American consumers are more likely to talk with family and friends about good customer support experiences than they are about poor ones. In fact, the difference is 65% compared to 29%, according to a new survey by Mitto. So, with this new finding in...

On November 4, 2020, Mitto issued a survey to Americans who had received campaign SMS leading up to the general election. Mitto looked to discover what recipients’ feelings were toward this form of communication and how it affected their voting, if at all. The...

When I reflect on the last six months, so much has changed, not least the way we communicate with the organizations we interact with on a regular basis. The new contactless standard has seen organizations embrace the shift to digital communications to stay connected...

The COVID-19 pandemic has drastically changed the way we need, or want, to communicate with organizations. Fewer in-person interactions between companies and their customers has created an intensified push to digital communications. Recently I explored what these changes mean for the retail industry. Today, I’ll...

Our lives have changed drastically over the past few months as a result of the COVID-19 pandemic, and the way we communicate is no exception. In the first few weeks of March, the number of business communications sent via SMS increased by at least...