Par La Nouvelle Tribune
Technology lets companies see how badly they can treat consumers, right up until the moment they bolt
Sharon Terlep
In corporate parlance, it’s called the “breakpoint.” It’s how far customers can be pushed before their heads explode.
From long waits at the airport to rude store clerks to ineffective helplines, shoddy customer service is a universal frustration. Today, companies crunch data and use artificial intelligence to determine exactly how angry a customer has to be to bolt. Many are walki...
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