Failure demand

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.

Can companies truly have the best of both worlds - delivering excellent customer experience while improving their operations for greater efficiency?

When pursuing to provide better customer experience and to save on contact centre costs, companies have tried to reduce inbound customer contacts...

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

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

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