Lauren Wood

And now you're just getting a pissed off customer who's not going to tell you what's actually going on for them.

And now you're just getting a pissed off customer who's not going to tell you what's actually going on for them.

I could not agree with you more. I've had this experience as a consumer where I've tried to use a chatbot for an airline ticket. Chatbot was not able to help me. I tried multiple times. Get on the phone. There's an hour-long wait. So as I'm waiting for an hour, because I have to solve this problem. I'm stuck now. I'm in the death hole of... Customer service. Yep.

I could not agree with you more. I've had this experience as a consumer where I've tried to use a chatbot for an airline ticket. Chatbot was not able to help me. I tried multiple times. Get on the phone. There's an hour-long wait. So as I'm waiting for an hour, because I have to solve this problem. I'm stuck now. I'm in the death hole of... Customer service. Yep.

I could not agree with you more. I've had this experience as a consumer where I've tried to use a chatbot for an airline ticket. Chatbot was not able to help me. I tried multiple times. Get on the phone. There's an hour-long wait. So as I'm waiting for an hour, because I have to solve this problem. I'm stuck now. I'm in the death hole of... Customer service. Yep.

So I'm chatting with the chat bot at the same time, seeing if I can get it to do the thing that I'm waiting on hold for. And I'm really not able to get anywhere. I have to log in 10 times. You know, it's just like, and this is a, it's a major airline problem. And I'm like, how is it possible that they haven't figured this out?

So I'm chatting with the chat bot at the same time, seeing if I can get it to do the thing that I'm waiting on hold for. And I'm really not able to get anywhere. I have to log in 10 times. You know, it's just like, and this is a, it's a major airline problem. And I'm like, how is it possible that they haven't figured this out?

So I'm chatting with the chat bot at the same time, seeing if I can get it to do the thing that I'm waiting on hold for. And I'm really not able to get anywhere. I have to log in 10 times. You know, it's just like, and this is a, it's a major airline problem. And I'm like, how is it possible that they haven't figured this out?

And then I get on the phone with the person and I'm like, I've been trying to use the chat button. They're like, oh, I can't see that conversation. I'm like, how can you not see that conversation?

And then I get on the phone with the person and I'm like, I've been trying to use the chat button. They're like, oh, I can't see that conversation. I'm like, how can you not see that conversation?

And then I get on the phone with the person and I'm like, I've been trying to use the chat button. They're like, oh, I can't see that conversation. I'm like, how can you not see that conversation?

And why is it so hard? for organizations to, I mean, I know that's probably a silly question because we can assume, but I'd love to understand your perspective. Why is it so difficult to connect the wires on the backend?

And why is it so hard? for organizations to, I mean, I know that's probably a silly question because we can assume, but I'd love to understand your perspective. Why is it so difficult to connect the wires on the backend?

And why is it so hard? for organizations to, I mean, I know that's probably a silly question because we can assume, but I'd love to understand your perspective. Why is it so difficult to connect the wires on the backend?

Mm-hmm. But what about, you know, I think something that I hear a lot from customer experience leaders is my C-suite doesn't get it. They don't get the frustrations the customer is experiencing. And I'm curious to know if that's something that you see in your clients and how do you overcome it? If so, because you're smiling. Yeah.

Mm-hmm. But what about, you know, I think something that I hear a lot from customer experience leaders is my C-suite doesn't get it. They don't get the frustrations the customer is experiencing. And I'm curious to know if that's something that you see in your clients and how do you overcome it? If so, because you're smiling. Yeah.

Mm-hmm. But what about, you know, I think something that I hear a lot from customer experience leaders is my C-suite doesn't get it. They don't get the frustrations the customer is experiencing. And I'm curious to know if that's something that you see in your clients and how do you overcome it? If so, because you're smiling. Yeah.

Mm-hmm.

Mm-hmm.

Mm-hmm.