TagCX

Induced Demand – What Econ 101 teaches us about excellent CX

On a cold, windy November night in 2019, my colleague and I sat in the Verloop office. The topic of conversation was the value prop of a chatbot – how do you explain to a client why conversational automation is worth the investment? Selling automation of any sort is never easy. All the levels in an organization face significant resistance with the same. Immediate capital expenditure costs...