Why is it that in this new era of customer service automation technology have our customers become alienated and enraged instead of engaged? Why has rampant customer dissatisfaction become the new normal?
“Rebooting” the customer experience is not about “rearranging deck chairs on the Titanic.” It’s an opportunity for us to re-envision how we can leverage technology to attract, service, satisfy and yes — perhaps even delight customers.
The February 2011 Cutter IT Journal seeks to unveil the solutions to a better customer experience. Proposals of interest are due 2 December. To respond, please visit http://www.cutter.com/content-and-analysis/journals-and-reports/cutter-it-journal/callforpapers01.html