The Single Source of Truth

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Trust can take years to build and only moments to put at risk.

In Episode 2 of The Single Source of Truth, the CCW Digital analyst team explores how brands earn, lose and rebuild customer trust. From the Taylor Farms and Taco Bell food safety headlines to a recent Anthropic customer service incident, the team looks at the role transparency, communication and human support play when things go wrong. The conversation also digs into the limits of self-service, the emotional side of customer interactions, and why access to a real person still matters.

At the center of it all is one question: How can brands make customers feel supported before, during and after a problem?

For more from our team, visit https://www.customercontactweekdigital.com/

Got something to say to this podcast? Send a voicemail, and you might hear yourself on the next episode!

What happens when brands put the burden of a good experience back on the customer?

In the inaugural episode of The Single Source of Truth by CMP, Audrey, Brooke and Brian examine what recent headlines from Chipotle and Delta reveal about customer effort, frontline empowerment and the risks of delivering “minimum viable customer service.” Then, the team turns to agentic AI, exploring what a recent Meta misstep can teach leaders about guardrails, employee training and overreliance on technology, before asking an even bigger question: What happens when AI starts standing in for leadership itself?

From bigger burritos to AI clones, the conversation comes back to one idea: technology, policy and efficiency only create value when they make the human experience better.