Black Friday Planning and Customer Experience

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Planning for holiday season

This Black Friday is going to be a cracker, I can tell. I’m not joining the other millions of Brits and queuing up outside shopping centers ready to dive in when the doors finally open. I’m an amateur table tennis player, I’m not built to fight and tussle with big guys for a large screen television. No, this year I’m doing it properly.

When IVR Technology Fails…

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Customer Experience Failure

We’ve all been this guy (see pic above)….that’s why the most successful companies make CX their top priority. They know that a poor experience can leave their consumers feeling undervalued and angry. They also know that any resulting damage to the relationship is not easily repaired.