Failure demand – Aiwo.ai

June 7, 2022 Jani Jokela

A huge support ticket backlog is a symptom of failure demand

Organisations have struggled with the growth in customer contact volume and complexity as the Covid-pandemic accelerated digitalisation and made digital channels mainstream...

Aiwo identifies customer contacts that are counted as failure demand

Customer service costs are steadily rising as the pandemic has accelerated digitalisation in companies. Aligned with that, consumer expectations for good customer...

Failure demand arises when service organisations are structured and measured with the logic of industrial production

Failure demand is a common but at the same time an unknown phenomenon in service organisations. Failure demand is often associated with...