How can small businesses deliver big-brand customer experience without big-brand budgets?
In this powerful episode of CXNet, we talk to Bryant Richardson, President of Real Blue Sky, as he shares strategies to help SMBs scale CX intentionally—with clarity, empathy, and action.
From cutting through AI hype to implementing real-time feedback loops, Bryant breaks down how customer experience must evolve from a support function to a core growth strategy—especially for small-to-mid-sized businesses.
Key Takeaways:
- Why SMBs should focus on clarity, not complexity
- The “CRAFT” model: Culture, Results, Awareness, Fitment, Trust
- Avoiding the trap of over-automation and tech for tech’s sake
- Why AI isn’t the answer—until you know the question
- How employee experience shapes customer experience
- Building a CX culture that acts on feedback, not just collects it
Customer experience is no longer a Fortune 500 play—it’s the heartbeat of growing businesses.
