An A-Ha Moment
Despite recent advancements and drastic shifts in consumer behaviour, many companies continue to use a complicated mash up of inflexible technologies to engage their customers. We all know these companies: They’re hard to get in touch with, they ask us to repeat information, their agents can’t answer our questions and they don’t communicate on the channels we prefer to use. Their service is mediocre at best. Why aren’t they evolving? Don’t they care?
This led to our a-ha moment. Companies do care. They care a lot. But the solution to their problems has historically been too hard, too costly and too disruptive to justify change. We embarked on a company-wide quest to fix that.