Why direct messaging is crucial to the customer experience of tomorrow, when a "free" cruise isn't really free, and how a CEO reports to his employees.

Bite-Sized Delight From the Episode:

• Why messaging and automation are the future of customer service.
• The problem with offers that aren't everything they promise to be.
• A tire company with a remarkable management structure.
• The challenge of personalizing every interaction.

Are You Looking for Things We Referenced?

• Message Me by Joshua March
• "How a Humble Culture and Self-Deprecating CEO Fuels This $130 Million Tire Company" by Blake Morgan for Forbes
• "3 Ways Your Retail Shoppers Have Changed" from Smarter CX
• Smarter CX by Oracle
• Oracle CX Performance Assessment