When Your Technology Becomes Customer Service | Confero
Every digital touchpoint—such as a website, app, chatbot, kiosk, or delivery platform—is an extension of customer service. Even without face-to-face contact, these interactions profoundly shape how customers perceive the brand. Each interaction carries the possibility of delight or frustration. Automation Should Empower, Not Replace Customer experience expert Shep Hyken, in his Forbes article “Outdated Technology…