In 30 Seconds
In recent years, large corporations have increasingly turned to automation, especially AI chatbots, to manage customer interactions, aiming for greater efficiency. However, this shift, particularly evident in B2C sectors like airlines, banks, telecoms, and energy providers, has led to heightened customer frustration as human representatives become harder to reach.
Automating processes can enhance business efficiency, but not at the expense of customer experience. The Net Easy Score (NES), designed to measure the ease of customer interactions, has ironically turned into a Net Extreme Difficulty Score (NEDS) due to excessive automation. Unlike the collaborative, human-centered approach in B2B markets, B2C businesses are alienating customers with impersonal, cumbersome automated systems.
To rebuild trust and improve customer service, businesses must focus on Clarity, Consistency, and Communication. Prioritising these elements will help restore genuine human interactions, ensuring long-term customer loyalty and satisfaction.
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