Maintaining Human Contact Throughout a Digital Customer Experience

Opinion: We’re all adjusting to the on-demand economy and the need for instant gratification


“Speak with a representative.”

“Speak with a representative!”

We’ve all had that customer-service moment where we’re stuck in an automated loop of chaos, and all we want is to connect with a real (and if it’s not asking too much, empathetic) human being to answer our question. The problem with engaging a digital brand or startup is that, oftentimes, customers don’t know who—or what—they are talking to.

Widespread adoption of online-centric companies, products and services has pushed a primarily automated customer-service experience to the forefront for many brands.

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