CUSTOMER EXPERIENCE
5.“ SEAMLESS”: THE WORD THAT HIDES A BROKEN EXPERIENCE
Everyone claims their service is“ seamless,” but customers know better. Most so-called seamless experiences include hidden frustrations:
•“ Seamless integrations” often require months of IT work to function properly.
•“ Seamless chatbot-to-agent transfers” often result in agents having no idea what the customer just said to the bot.
•“ Seamless self-service” usually means endless FAQ pages with no real help.
... TRULY FRICTIONLESS EXPERIENCES WHERE CUSTOMERS NEVER HAVE TO REPEAT THEMSELVES OR START OVER.
What it should mean: Truly frictionless experiences where customers never have to repeat themselves or start over.
THE VERDICT: LESS FLUFF, MORE REAL TALK
Buzzwords aren’ t inherently bad, but they lose their value when overused or misrepresented. The next time you hear a vendor claim they offer a“ next-gen, AI-powered, seamless, customer-centric omnichannel solution,” ask them what it actually means.
CX leaders should demand clarity and substance over marketing fluff. At the end of the day, customers don’ t care about fancy terminology, they care about experiences that work.
Shane Devitt is a partner and Lead Consultant for ContactCenterPRO Consulting and an industry leader in Contact Center Technology and AI strategies.
We hope you didn’ t miss our Feature article in the May issue discussing how labor costs, AI and White House policies are shaping our contact center decisions.
Great interview by our editor, Brendan Read, and Jack Boyd, founder and principal of The Boyd Company, a leading site selection expert.
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