Has customer service gotten worse? Customers and businesses disagree on the answer to that question.
As many organizations begin to increase their spending on CX and AI, customer service leaders must invest in improvements for customer service.
The trouble is that CX leaders may not align their technology strategies with customers’ expectations, according to Metrigy’s “Customer Experience Optimization 2024-25 — Consumer Views” research study of 502 U.S. consumers. These customer service gaps were a major topic at this year’s Enterprise Connect conference in Orlando, Fla.
Has customer service gotten worse?
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