While automation and outsourcing has commonly been thought to be beneficial to a business its important to recognise that without careful thought and planning it may do more harm than good for your business and your customers. Transparency and care throughout the customer journey is very important in building your brand and trust with your customers. The Australian (and global) banks have been on this journey – as have other large corporates, for a long time and has it really resulted in a better level of customer service?
This article while focussed on larger companies gives important consideration to thinking about how you build your business and service your customers.