“Transformation starts with listening – if you’re not hearing your customers, how can you solve their problems at scale?”
— Mario Ciabarra, Quantum Metric
Many of us have had the woeful experience of being routed through a hell of digitized backend customer service platforms.
Let’s see if this sounds familiar to anyone:
AI BOT:
I’m sorry you haven’t received your product yet. What’s the order number?
YOU:
3OYZ7TTE.
AI BOT:
Three-oh-i-three-seven—
YOU:
No! 3. O. Y. Z. 7. T. T. E.
AI BOT:
I’m sorry, I didn’t get that. Can you read the number again?
YOU:
OK. 3. O. Y. Z. 7. T. T. E.
AI BOT:
Great, here’s what I have: O. K. 3. O. Z.—
YOU:
No!! I said OK, not OK. Agent! Agent!
AI BOT:
Would you like to speak to a customer service representative?
YOU:
Yes, please.
AI BOT:
Great! I’ll transfer you.
(10 minutes later.)
AI BOT:
I’m sorry, all our representatives are busy right now. Perhaps you’d like to use our automated system?
Congratulations, you have entered digitized customer response purgatory.
Over the course of this book, we highlight many common reasons companies engage in transformation. Sometimes, it’s about staying competitive. Other times, it’s about achieving operational excellence for faster manufacturing, delivery, or reduced costs. Whatever the reason, we argue the rationale for transformational ...
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