Companies Are Pouring 38% More Into Customer Service Tech. Many Still Won’t See ROI

Businesses have suddenly supercharged spending on customer service tech, but not all money is well spent.

EXPERT OPINION BY TOMAS GORNY, CO-FOUNDER AND CEO, NEXTIVA

Illustration: Getty Images

Well-run businesses know the key to success is the customer experience. But they’re struggling to deliver real improvement in their CX operations. So it makes sense that executives are looking to new technology for a solution.

A new survey........

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