Browsing Tag

customer service channels

Actual vs. Intended Customer Experience: The Major Disconnect

There’s gap between understanding your customers’ actual service experience and the experience you believe your customers are having. Understanding why this is disconnect is happening, the consequences it has for your business, and how you can solve it are critical during this period of digital transformation. You likely intend for your customers’ issues to be resolved in one customer service channel, but the reality is customers often reach out across multiple customer service channels to get their issue resolved.…