This January, our first Fireside Chat was with a nearly 100 yr-old company that takes a multi-channeled, technology enabled, approach to customer experience (CX), operating through three segments: Marketing Services, Customer Care, and Fulfillment & Logistics Services.

It’s not our first talk with a company involved in a part of that industry, who dealt with customer satisfaction and employee standard operating protocol management, which could be viewed as a subset of CX. We argued that in the post-Covid era there would be an increased need to put an emphasis on the way businesses understand their customers, and why it’s now more important than ever.

As the world sees it, there is plenty of room for CX to grow. A study conducted by Grand View Research determined that…