LET'S FACE IT, AUTOMATION HAS A BAD NAME  –  AT LEAST WHEN IT COMES TO CUSTOMER EXPERIENCE.

For many, the word automation is a cold word. It seems like the very antithesis of good customer service. The death of the personal human touch.

So, the question we face is, can we automate parts of the customer experience without alienating the customer?

If we’re being honest, automation can bring about all those negative outcomes… when implemented poorly. But self-service doesn’t need to mean less service. If implemented well, with the customer always at the centre of our decision-making, then automation can be more than a way to cut costs and increase efficiency – it can actually expand and improve the customer journey.