Trust Matters: The Role of CX in a Distrustful World
Trust between customers and businesses has reached a critical low point, and the storm of skepticism continues to gain momentum. However, there's a silver lining: this trust deficit affects your competitors as well. As CX practitioners, we hold the keys to safeguarding our businesses, reducing costs, and gaining an edge in this turbulent market.
Bots Make Your Agents' Jobs More Difficult.
“Robots are 5 years away from taking all the jobs in customer service.”
The first time I heard that statement was 20 years ago at the start of my career in customer service. At the time I was just looking for a way to pay bills, but it was meant to be. I fell in love with call centers.
“All these jobs are going to be done by computers within 5 years.”
I soon realized how profoundly mistaken this statement was & how it would herald some of the greatest and most overlooked challenges of customer experience design.