Two-way SMS tops the #CX investment list for brands that haven't deployed it yet
Nearly half (48%) of North American CX leaders plan to add two-way SMS/text as a customer service channel in the short to near term, making it the most-planned CX investment on the list
Rules that seem to apply differently to different customers are one reason banks struggle with trust.
When there is lack of transparency, customers notice, and confidence erodes quickly.
Amazon puts humans further back in the loop as its retail website crashes from 'inaccurate advice' that an #AI agent took from an old wiki
https://fortune.com/2026/03/12/amazon-retail-site-outages-ai-agent-inaccurate-advice/
Most consumers are ready to let #AI handle their customer service issues
77% of worldwide consumers are comfortable with AI resolving a question or issue
https://content-na1.emarketer.com/most-consumers-ready-let-ai-handle-their-customer-service-issues
Turning #Chatbot Frustration Into Customer Loyalty
A new framework could help #CX leaders transform frustrating bots into effective, empathetic problem-solvers.
Chatbot frustration is real. Surveys show 76–80% of users feel bots waste time or fail to answer simple questions.
https://www.cmswire.com/contact-center/designing-chatbots-that-customers-actually-trust/
Have a listen? https://gmwd.us/s4e5
New Episode Alert!!
How To Deal With Difficult Customers Who Complain About You Online, Especially On Social https://gmwd.us/s4e5
With Seth Goldstein and Brian Griffiths.
Now live wherever you get your podcasts!
Half the battle with client work is getting on the same page with the client.
The client has a vision for what they want, but if they can't articulate it then it's up to the service provider to help them figure it out.
Alex Jimenez
Michele Neylon
Seth of the Fediverse ⁂