BrandPost: Why Humanizing Digital Customer Systems is Critical to Creating Loyal Customers

As the primary mode of customer interaction changes from human-to-human contact to interaction between humans and digital systems, there has been a corresponding rise in customer discontent driven by a feeling of dehumanization. It started with customers frustrated by inbound call routing deployments (“Why can’t I just talk to a human being?”) and increased as they were forced to interact more and more with digital systems lacking in any feeling of humanity. The takeaway: Busi