Focus on digital and ‘customer experiences’ has weakened customer service: Aarron Spinley

Companies are focusing too much on short-term digital transactions at the expense of strong customer service, according to research from independent analyst Aarron Spinley.

Spinley’s new report, The Customer Engagement Stack, introduces an alternative to the modern “technology paradox” of the digital era, where the everyday customer service imperative has been compromised by digital culture taking over more considered strategy.

Aarron Spinley