Bots and automation don’t automagically create a great customer experience
AUGUST 11, 2018
The alliterated alternate title for this post could be: Tickets, Tools, and Taylor Swift — One Father’s Afternoon in Automated Customer Experience Purgatory. Subtitle: a small case study of anti-patterns for customer experience bots and automation. My daughter turned 10 this year. As a present, my wife and I agreed to take her to her first big pop concert, a stadium tour by Taylor Swift. Don’t judge. Or, if you do, know that I’ll simply shake it off.