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) ...
To continue reading this article...
Join Computing
- Unlimited access to real-time news, analysis and opinion from the technology industry
- Receive important and breaking news in our daily newsletter
- Be the first to hear about our events and awards programmes
- Join live member only interviews with IT leaders at the ‘IT Lounge’; your chance to ask your burning tech questions and have them answered
- Access to the Computing Delta hub providing market intelligence and research
- Receive our members-only newsletter with exclusive opinion pieces from senior IT Leaders
