I laid on Julien Rio and Max Ball's CX therapist's couch, sharing an unfortunate experience that provided the perfect backdrop to discuss three crucial industry issues:
With channel proliferation, brands must guide customers to the touchpoint best suited for their inquiry. Steering inquiries toward optimal channels is imperative.
Digital service and self-service options inevitably falter with exceptions. With modern technologies at our disposal, there is no excuse for failing to provide seamless human assistance and barge in when they occur.
Scripted agents breed distrust and hinder human connection. Leverage AI assistance/guidance to empower agents while enforcing compliance.
I trust you will find the discussion as riveting as I did. Listen to the full episode here.