How have customer expectations evolved over the last decade, and how has social listening transformed into a broader customer intelligence and CX management function?
A decade ago, customers expected brands to respond. Today, they expect brands to already know. That shift sounds subtle, but it is enormous. It means the bar has moved from reactive to anticipatory, and most enterprise CX organisations are still catching up. When social listening first emerged, it was a monitoring function. Brands wanted to […]
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