The rush to digital services is crushing online customer experience. We need to act NOW.
6 min readMay 17, 2021
Since the pandemic started, I’ve heard an increasing number of stories of bad online customer experience. The timing is not a coincidence. Many businesses are at a critical inflection point when it comes to online customer care. In fact, as marketers are focused on “customer experience” as a priority, I’ll argue that customer care might be…