Harnessing technology to improve the customer experience is vital. Customer satisfaction in the United States hasn’t improved much, if at all, in the last three decades, despite new technologies. Customers are willing to hold for less time, and they want to reach a person, not interface with a computer. Yet, there are ways to use technology wisely. Read more about Zero IVR here.
Chief Research Officer & Partner
With more than 15 years in the CX field, David has a passion for survey design, turning results into action plans and for making the business case to invest in the customer experience.