Did you know …..if you repeat the same message in your IVR 3 times – Your Customers are 3-5 times more likely to hang up and phone back if under stress?

Why – We like journeys’ not time loops so if you simply improve your messages ……… you could improve your Customer Experience.

Did you know that advertisements for other products and services are likely to make customers more angry if they are calling with a problem. This will result more costly service recovery.

Most IVR experiences are rated poorly by customers according to almost every industry study. That’s because they are designed as processes and not experiences. CXFO combines the technology with behavioural science. Suppose instead of queuing you could increase elements of self service and better engagement. Experience Engineering using behavioural science is a great way to save money and increase Customer Value.


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