Nearly 90% of companies compete mostly on the basis of customer experience. But while 80% of companies think they deliver a superior customer experience, just 8% of customers agree. Customers are often forced to trudge through confusing steps with complicated interfaces to access the brands they love. Yet, they are still dependent on employees to fix their problems manually.
At the same time, non-optimal and often outdated tools, policies and systems make it very difficult for employees to actually serve these customers well.