Driving a new era of CX transformation focusing on creating memorable digital experiences

Consumers have more options than ever for reaching out to a company with questions or concerns, but with more options comes higher expectations. Customers whose expectations aren’t met are increasingly proving that they will go elsewhere for their service. 

It can be hard to fathom a life without customer service in it. Before remote desktop support, live chat and other contact center solutions, there were complex phone trees and outsourced call centers and before that there were buggy IVR systems and telephone switchboards connecting you to the store you purchased the product from.

Agents like helping customers. Happy customers buy more and require less service. It is a simple equation that too few companies recognize. A myopic focus on servicing cost creates a reverse incentive for customers, agents, and business partners to select alternate providers for their products and services.