IT Essentials: Shift happens

'You were so preoccupied with whether you could, you didn't stop to think if you should'

Tom Allen
clock • 2 min read
I promise this picture makes sense. Keep reading.
Image:

I promise this picture makes sense. Keep reading.

Shifting CX left to lower costs risks degrading the actual experience.

How many times have you answered security questions with a chatbot, and then had to answer the same questions again when you (finally) reach an agent? This degrades the customer experience (CX) ...

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