Why direct messaging is crucial to the customer experience of tomorrow, when a "free" cruise isn't really free, and how a CEO reports to his employees.

Bite-Sized Delight From the Episode: * Why messaging and automation are the future of customer service. * The problem with offers that aren’t everything they promise to be. * A tire company with a remarkable management structure. * The challenge of personalizing every interaction.

Are You Looking for Things We Referenced? * Message Me by Joshua March * "How a Humble Culture and Self-Deprecating CEO Fuels This $130 Million Tire Company" by Blake Morgan for Forbes * “3 Ways Your Retail Shoppers Have Changed” from Smarter CX * Smarter CX by Oracle * Oracle CX Performance Assessment