When Over-Automation Broke CX — A Cautionary Tale Every COO Should Hear
A Story to Start In 2024, a fast-growing online retailer decided to “modernize” customer experience by automating everything: Chatbots replacing agents IVR menus expanded to 10+ layers Auto-responses for all inbound emails No direct line to support AI routing customers through rigid flows The goal? Cut operational costs by 30%. For the first two weeks, […]