CX Mirage: When NPS Scores Don’t Tell the Whole Story
CX Mirage occurs when a company's high NPS score gives the impression of an excellent customer experience, while operational inefficiencies cause customer frustration and dissatisfaction.
UK firms lose billions £ due to poor customer service – AI-driven contact analysis finds scope for major cost savings
Poor customer service is costing UK businesses £11.4bn a month in lost productivity. Aiwo recognises scope for major cost savings through their data extracted from customer initiated contacts.
Beat digital dissatisfaction for growth opportunities
Companies cannot afford to fail in digital service in these uncertain times. Those who make the effort to level up the digital experience they offer, will outperform those who don’t.
It’s time to upgrade manual contact reasons and surveys to Customer Contact Intelligence
There’s no more relying on surveys and contact reasons in getting the customers’ voice into decision making.