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Key Takeaways
The CX movement has negatively impacted customer experience due to its overemphasis and scope creep.
Customer anger and desire for revenge are increasing, with two-thirds of customers reported as angry and 9% seeking revenge.
The complexity of customer experience (CX) has risen with the advent of omni-channel customer service.
Grassroots movements and prioritising contact centre agents are crucial for driving positive change in customer service.
Key Statistics
The American Customer Satisfaction Index (ACSI) shows that customer experience levels have regressed to pre-2006 levels.
Two-thirds of customers are reported as angry, with 9% seeking revenge.
Key Discussion Points
The negative impact of the CX movement and the need to refocus on core practices.
The increase in customer anger and revenge-seeking behaviour due to poor customer service.
The challenges of managing CX in the omni-channel age.
The importance of grassroots mov...
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