Bryant Richardson

Helping leaders grow, retain customers & stand out | Trusted Advisor | Founder, | Author: The Next CX Economy | Speaker

[Bryant Richardson @bryantrich]

Most companies think they have awareness because they have data. They don't. They have measurement. Real awareness is recognizing friction while the experience is still happening ... not weeks later when someone pulls a report.

[Bryant Richardson @bryantrich]

A survey score is not a CX strategy.

Measuring feels like progress. But feedback sitting in a dashboard isn't doing anything for your customers.

Measuring the experience and improving the experience are two very different things.

[Bryant Richardson @bryantrich]

We’ve been saying CX matters for years.
But here’s the real question: who owns it?
At TruGreen, the CFO is stepping in. That’s when things change.
Most CX problems aren’t effort but instead alignment.
https://t.co/JDbBUytwCV

[Bryant Richardson @bryantrich]

Wishing everyone a Happy Easter.
A good reminder this time of year that renewal doesn’t always come from big changes… sometimes it’s small shifts, a reset in thinking, or just taking a moment to step back.

Hope you’re able to do a little of that this weekend!

[Bryant Richardson @bryantrich]

Picked up Never Split the Difference again. The reminder that hit hardest: people don't want to be "won" — they want to feel understood. In CX, teams rush to fix the issue and skip that part. Even when it's resolved, it still feels off. Have you read it? What stuck with you?

[Bryant Richardson @bryantrich]

#EX used to sit in the HR bucket.
Nice to have.
Talked about once a year.
Now recognition tools are being evaluated alongside core communications tech.
When employees feel invisible, customers do too.
Recognition isn’t a perk.
It’s infrastructure.
https://t.co/BtmxYOjGp4

[Bryant Richardson @bryantrich]

You can spend $1B on customer experience…
…and still not fix the experience.
Because most CX problems aren’t store problems.
They’re system problems.
Target’s new investment will be an interesting test.
https://t.co/4E7B8C4pUM

[Bryant Richardson @bryantrich]

Most CX problems aren’t technology problems.

They’re complexity problems.

Layer enough platforms, tools, and vendors together and the system starts shaping the experience more than the strategy.

Adding another solution rarely fixes that.

Clarity does.

[Bryant Richardson @bryantrich]

Customer experience in the 2030s won’t just be better.
It’ll be different.
Customers won’t compare you to competitors.
They’ll compare you to the best experience they had anywhere.
That’s a brutal bar.
Shared a few thoughts with CEO Weekly.
https://t.co/hClXD4xYQg

[Bryant Richardson @bryantrich]

Today is Employee Appreciation Day.
If you lead a team, especially in CX or contact centers, you know the work isn’t easy.
Appreciation isn’t just lunch or swag.
It’s clarity. Support. Removing friction.
What’s one thing you could simplify for your team next week?

[Bryant Richardson @bryantrich]

Everyone treats spring like it’s time to add more.
New initiatives.
New AI pilots.
New dashboards.
But growth doesn’t start with adding.
It starts with cutting.
If you’re not stopping something this month, complexity is quietly winning.
What are you pruning?

[Real Blue Sky, LLC @realbluesky]

If you want to understand your real CX strategy, don’t read your mission statement.

Read your scorecard.

What gets measured?
What gets rewarded?
What gets ignored?

Metrics don’t just track performance.
They shape behavior.

What is your scorecard encouraging?

[Bryant Richardson @bryantrich]

Reading The New Emotional Intelligence by Travis Bradberry.
Big reminder: emotional intelligence isn’t personality. It’s skill.
In CX, the pause before responding often matters more than the script.
Are you coaching for compliance… or judgment?
What are you reading right now?

[Bryant Richardson @bryantrich]

CX leaders don’t lose budget battles because CFOs “don’t get it.”
They lose because they show sentiment, not financial impact.
CSAT ≠ revenue.
If you want funding, connect experience to retention, risk, or growth.
Good read:
https://t.co/MzmJ93xpC5

[Bryant Richardson @bryantrich]

I’m deep in the work of writing The Next CX Economy & decided not to keep all of the thinking locked away until publication.
So I opened up Insider Access — a place to share ideas while they’re still forming, based on the work I’m doing now.
Join:
👉 https://t.co/wfkknt32Tq

[Bryant Richardson @bryantrich]

CX metrics can look fine while the experience quietly erodes.
Customers call after “successful” digital journeys.
Agents hear “I already tried this online.”
Teams compensate long before scores drop.
That’s the CX measurement gap.
Worth reading: https://t.co/PEVzzLtcXP

[Bryant Richardson @bryantrich]

Most weeks don’t fall apart from lack of effort.
They fall apart because focus leaks out.
Writing The Next CX Economy https://t.co/EV2zhkogZS has made this impossible to ignore.
Focus isn’t a hack. It’s a leadership choice.
What helps you protect it?

[Bryant Richardson @bryantrich]

CX Today’s onshore vs offshore ROI data isn’t really about location.
It’s about governance.

Without clear ownership and decision rights, outsourcing just moves the mess.

If gaps show up, is it the delivery model or the leadership design?
🔗 https://t.co/zS34hd4mw7

[Bryant Richardson @bryantrich]

AI is no longer what separates CX leaders.
How leaders design responsibility, judgment, and trust around it is.
As AI takes action on behalf of customers, leadership clarity matters more than ever.
https://t.co/7h8aoeu7D8

[Bryant Richardson @bryantrich]

Leaders who don’t listen are eventually surrounded by people who have nothing to say.
— Andy Stanley
Silence isn’t agreement.
It’s often a signal that listening stopped feeling useful.
This one always sticks with me.