As businesses and technologies evolve at an unprecedented pace, 2025 promises to bring game-changing developments to the Customer Experience (CX) industry. From hyper-personalization to blockchain-powered experiences, companies that stay ahead of these trends will be better equipped to meet customer needs and foster long-lasting relationships.

The Customer Experience (CX) industry is on the brink of a massive transformation, driven by advancements in Artificial Intelligence (AI). From personalized customer interactions to predictive analytics, AI is poised to redefine the way businesses engage with their customers.

In the evolving landscape of the Customer Experience (CX) industry, recent cyber-attacks have significantly impacted how businesses handle customer interactions. Notably, the 2024 United Health Care hack and the CDK Global breach have created a surge in inbound calls to support and help desks, revealing critical gaps in response capabilities.

I read a recent report by William Blair that made me think about how AI (Artificial Intelligence) impacts sales in the SaaS world. AI is a game-changer with promises to revolutionize areas from customer service to product development. However, in the software sector, AI's rise is contributing to a slowdown in sales.

Many excellent CX products are specifically designed for mid- and large-sized customers. These solutions are tailored for formal contact centers, where the primary job is interacting with customers across their journey, from buying to support. They constantly evolve, incorporating more support for digital channels, automation, and conversational AI.

Artificial Intelligence (AI) is revolutionizing industries across the globe, and the financial services sector is no exception. As we move through 2024, AI continues to drive innovation, efficiency, and customer satisfaction in unprecedented ways. This blog post explores the key areas where AI is making a significant impact in the financial services industry.

In the ever-evolving realm of customer experience (CX), the integration of artificial intelligence (AI) has emerged as a potent force for enhancing operational efficiency, personalizing interactions, and driving bottom-line growth. However, as AI permeates the CX industry, it brings with it a myriad of regulatory challenges that are reshaping business strategies on both sides of the Atlantic.

The question of whether AI will make our jobs obsolete is a common fear among professionals across industries. However, this concern, while understandable, overlooks the potential of AI as a tool for enhancing productivity rather than simply cutting costs. Here are some ways that organizations can approach this.

As I delve deeper into conversations with entrepreneurs about integrating AI into their business strategies, a recurring theme surfaces: the application of AI in sales, particularly within the B2B sector. Understanding the potential impact of AI on this critical area, I propose a structured approach to explore how these innovative tools can transform the sales landscape.

There is a lot of buzz, and rightly so about AI in today's CX conversations, but one of the underlying and most relevant focus areas for companies is in the area of Compliance.

Compliance, in the CX world means many things, and it is a lot to digest in terms of all of the acronyms that exist. How data is properly safeguarded is top of mind, and that is why regulations such as GDPR, PCI, SOX, HIPAA, TCPA, IRAP and others exist today.

Last week the partners of True North Advisory met in Nashville, TN for three days with the purpose of reviewing our progress of our clients, as well as to update how the industry changes are and will be affecting our clients decision making going forward.

At True North, we work with many early stage companies who are trying to complete the ecosystem of direct and indirect channels. One of the holy grails in this ecosystem is the Strategic Partner

As technology continues to advance rapidly, it's important to keep an eye on the latest developments that could have a big impact on the customer experience (CX). Here are five technologies that I believe will be game-changers in the CX space

At True North Advisory, we have a number of both emerging companies as well as larger more mature companies that come to us asking the question, "What is the right framework to begin to develop the overall go-to-market strategy for my company?”

At True North, because of our strong heritage with our Managing Partner’s experience with both Service Provider and Enterprise, we have been providing advisory work to our early stage companies around the topic of when and how to enter the Enterprise and Service Provider market. Many early stage companies have designed solutions specific to the Enterprise or Service Provider, but are naive as it relates to understanding the vast differences in go to market (GTM) motions that they require.

At True North Advisory, many of our clients have brought to market innovative and differentiated solutions that have excelled in the commercial market. Typically, they have been birthed in a specific vertical such as financial services or retail, and have gained traction within that vertical.

Coincidentally, I had lunch with a friend, Chris Koehncke, Co-Founder of Kranky Geek and a WebRTC enthusiast. We discussed how the pandemic accelerated the adoption of video conferencing and calling. More and more people are now comfortable using video for everyday communications. Pre-pandemic, it was normally used within a niche community of technologists. It’s considered a must-have tool for folks conducting business as well as for students to access their teachers and institution for learning. Even the word “Zoom” is used as a replacement for “meeting”.

At True North, many of our clients have or are in the process of building out a partner framework/program that combines both a high touch from the vendor as well as ownership by the channel.

At True North, a majority of our clients are entrepreneurs and founders who are all asking the same question to us, "How do we navigate this economic downturn?" While each client has its own unique issues as it relates to this subject, there are common themes that are pertinent to all of our clients and prospects.