Tag: digitization

Every company is talking about customer experience, and has been investing heavily in customer service for years. Yet recent experience tells me that, in some cases, customer service has never been so bad. Or, to be more precise, that when something goes wrong, it quickly spirals out of control. And for once, instead of a purely managerial and organizational approach, this post will be based on a real-life story which, moreover, touches me very closely and which you will see should have its place in the pantheon of customer service horrors. The...