Is it getting worse? Is the quality of customer service at an all-time low? And the new glammed-up way of referring to it as "customer experience" isn't helping most companies. Jeremy Bradley talks about the frustration of big businesses moving away from actual human contact and interaction, and relying more and more on technology to assist customers. Gone are the days of calling an 800-number and having your problem resolved in minutes. Now, it's chat bots and spotty English, irrelevant template replies and plenty of "no"s and "I'll transfer you"s. JB reflects on his time working in customer service and how employees had to own each interaction... because it was their job.
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