Human-Centered CX: Breaking The Cycle Of ‘Doom Loops’ In Automated Customer Service

In August 2024, the Biden-Harris administration announced the “Time Is Money” initiative that will change how businesses provide customer service. It will crack down on corporate “doom loops”—cycles that confine customers in automated systems—and push businesses to change their customer experience (CX) models from cost-cutting exercises to value-added, human-centered interactions.

This is a prudent move, as now more than ever, time is emerging as a precious commodity in CX delivery. According to HubSpot, 90% of consumers rate “immediate response” as the most crucial aspect of requesting marketing, sales and customer support. Research by Customer Care Measurement & Consulting (CCMC) and Arizona State University (via HubSpot) found that long wait times are also a key frustration.

As companies increasingly turn to automation to bridge these gaps, the challenge shifts. How can businesses ensure automation enhances CX without sacrificing the personal touch customers deeply value?

Read more in Human-Centered CX: Breaking The Cycle Of ‘Doom Loops’ In Automated Customer Service, Forbes, September 23, 2024