Customer Success

I have noticed that the customer support or operations or help desk department, whichever you call it as, started to get dysfunctional when the company grows beyond a certain level. The big companies don’t care especially in a B2C framework for a <5% churn customers.

In the last four or five years the large corporate companies don’t provide a real person for operational service when the customer is discontented. Such frustrated customer cries never reach the top management. For that matter, I doubt if it even reach the shift manager. With the introduction of AI tools, no company is willing to put a real person on the