We know from industry research and personal experience that despite all the attention on it, Customer Experience is either stagnating or not getting the results CEO’s desire. Some might say it is because of COVID, but I don’t think so. 

Having managed over 3,500 people in contact centers in my previous career, I was sympathetic of organizations at the start of the pandemic. They had to adapt, quickly. However, that was a long time ago now. My sympathy faded, and disappointment replaced it.. Today, COVID is an excuse for organizations to deliver poor service.

I am also disappointed in the frequency of bad experiences I have had lately, despite the focus on Customer Experience.

Why?

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