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customer experience

4 posts

27 Sept 2026

Nobody asked the customer

Many organisations keep an employee on every customer request and give AI the work around it, because customer service is their last personal contact with customers. I think that view underestimates the customer, and I think the customer would say so if anyone asked.

customer operations customer experience
27 Sept 2026

The employee is still the unit of capacity

AI-assisted customer service makes each employee faster. I think it leaves the customer where they were, because every request still waits for an employee to be free.

customer operations customer experience
27 Sept 2026

Customers want to know a person is within reach

Many customers say they would choose a person even if the outcome and the wait were the same. I take that seriously, and I think it tells us what an organisation has to promise.

customer operations customer experience
27 Sept 2026

Customers remember how long it took

Many organisations protect the phone call because it has become the last place they meet their customers. I think a customer relationship is built by how much of the customer's time the company respects.

customer operations customer experience