To imagine truly “friction-free” customer experiences (CX), think about the delight and awe we have while watching athletes perform amazing feats, defying gravity, and breaking new records for speed and precision. They make it look effortless.
Now, imagine speed and precision when it comes to getting customer service answers. Unfortunately, most customer experiences today have many sticking points—and even complete mishaps create frustration and damage brand loyalty. Companies have been focusing on customer service and customer satisfaction for many years yet a growing gap still exists between what today’s busy, on-the-go consumers expect and what businesses can deliver because of three major challenges.