Everyone is drinking the IT system koolaid when trying to create the “perfect” customer service experience. Just like CRM, companies are buying into these hat tricks and operating systems that do not engage the customer or insure that his needs are being met. The customer service representative has been replaced with programs and elaborate algorithms to guess what the human condition should be able to understand immediately.

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RIP customer experience: Seven reasons why customer experience is in danger of dying | RetailCustomerExperience.com

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