Imperative 5: Uncover the Hidden Causes and Unintended Consequences of Customers Wanting Things to Be Easy
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Since 2002, virtually every client we work with wants to make their Customer Experience easy. Why? What caused the difficult experiences with which most of these organizations are saddled? In our experience, it is a combination of the following: actions and unintended consequences.
KeywordsUnintended Consequence Cognitive Resource Call Center Good Rule Customer Experience
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