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.
Balancing Customer Experience and Efficiency: How to Have Both?
Can companies truly have the best of both worlds - delivering excellent customer experience while improving their operations for greater efficiency?
Worrying figures show that contact centres are close to breaking point
When pursuing to provide better customer experience and to save on contact centre costs, companies have tried to reduce inbound customer contacts...
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...