As we’ve handed over so-called lower value customer interactions to digital, have we properly thought through the premise that expecting a robot or app to play the role of brand ambassador at any level, even a simple one, is no simple ask?
According to a Walker study, by 2020 customer experience (CX) will have overtaken price and product as the key brand differentiator.
As a result, in almost every sector and industry; the race to the pinnacle of customer experience is resulting in more investment and innovation than ever before.
Imagine contacting your bank or mobile phone company at any time day or night and be instantly connected to someone who recognises you, is attentive and concerned about your problem, recalls your transaction history and resolves your problem there and then - a genuine one-call resolution each time. Then, if you were to call 12 months later the company would immediately remember you.