In a world of uncertainty we are forced to consider how to get more out of less.
There is a lot of talk in the UK right now about productivity; the UK is reported to have one of the lowest productivity rates in Europe so for every hour of labour paid, there is less output compared to it’s European counterparts.
In the rush to deliver productivity gain through digital transformation, we are frequently asked to intervene to ensure that the customer experience outcome remains top of the transformation agenda. A productivity gain is only useful if it makes your customers happy. If it doesn’t, if it just frustrates them, you’ll risk wasting money and even potentially increasing costs. Once customers have reached a certain level of impatience, the default reaction is still to demand to speak to a real human being.