Is it time to take your customer journey back to the basics?

Does the following scenario sound familiar?
As a recent transplant from the U.S., I wasn’t expecting to find that the large internet providers here in the U.K. have stellar, finely tuned customer journeys. They get a bad rap virtually everywhere. But after choosing one of the big providers, my album of worst hits for customer journeys got a new #1 track.
My journey started with a phone call, where, after too many confusing package options, I learned that an engineer will be out to set up m