A negative aspect of NPS has been the need for customers to repeat themselves when crossing channels, having to download, installing and accessing an application on a mobile device, visiting a web site, or calling a help desk and navigating a maze of structured voice menus using an interactive voice response (IVR) system. This also contradicts the precepts of minimizing Customer Effort.
In this white paper, learn about the quantum leap in applying technology as the tip of the spear for a whole new era of autonomous, zero-touch customer care – while reaping some significant benefits.
