Adam shares his thoughts on the importance of 1-to-1 experiences as we hand parts of the experience over to technology.

1-to-1 or 1-to-none?

Customers interact with your brand on many channels at countless touchpoints, whether there’s a human on the other end of the experience or not. And with the power of technology to help deliver these experiences, it’s easy to get caught up in experience design and optimizations.

“…the idea of #CustomerService is still as relevant and important as ever.” -Adam Toporek

This is especially true for experiences that are mostly or fully automated, like purchases made on Amazon. What happens when customers seek the help of a live person? Who is stepping in, and are they helping or harming the experience?

“…an excellent product or service can almost never compensate for an unpleasant service rep.” -Adam Toporek

1-to-one interactions are still the experiences customers remember, talk about, and come back to. Where are the humans behind the experiences you deliver? Adam explains why investing in them is still a priority. Listen in!

Related Content

• 360Connext® post, Why Customer Service Technology Can’t Replace Humans
• Customers That Stick® post, Omnichannel Customer Service with the Human Touch
• Episode 234: Tips for Customer Service Bots
• Episode 202: Customer Service Tech
• We're on C-Suite Radio! Check it out for more great podcasts

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