You probably don’t view Amazon as a competitor. That’s where you’re mistaken.
When we look to build a better CX, it’s natural to focus on our people. After all, they are often the heart of our customer experience.
However, while we need to ensure a strong person-to-person experience, we also need to make sure the experience is strong even when customers don’t want to talk to our people. The research shows that we’re not doing so well there. Read more