What may get overlooked amid the debate over CX efficiencies

A survey of 120 CX professionals from Kustomer examines why some firms are reluctant to use intelligent routing, chatbot and other tools

I want to go work for the six per cent of CX professionals who told Kustomer their need for efficiency has decreased since last year.

Based on a survey of approximately 120 people working in customer experience roles in the U.S., The Efficiency Mandate in Customer Service showed this tiny monitory are apparently unworried about increased call volumes, churn or other typical CX priorities. They’re probably all on half-day hours for the summer. Maybe they’re the ones who are already taking up what remains of patio seating since reopening began.

In contact, the report Kustomer released late last week showed 56 per cent saw an increased need for

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