Employee Frustration
Employees are hindered by the technology, for which manual workarounds mask the true complexity of the process, impacting metrics such as AHT and turnaround times.
Employees are frustrated by systems that are unreliable, unresponsive and require many manual workarounds, that make it difficult to meet performance goals.
Businesses may be impacted by higher employee turnover, where business users feel they are not well setup to succeed and may be blamed by their customers for lack of effectiveness.
Customer Friction
Customers are regularly experiencing friction, using systems that are outdated, inaccurate or too slow, resulting in frustration with products, call center agents and the company.
This may result in low customer retention, increasing customer abandonment and lower revenue.
Customers are leaving disgruntled messages across social media platforms, adding to reputational risk and immediate damage to brand.
Customer Journey
Despair in having to accept the current state and to accept technology that doesn’t help to improve customer or employee experiences.
Frustration that employee experience is not being captured as an important aspect of system design and implementation, which also may impact end customers.
Stress that as more employees become frustrated with technology, it affects morale and ambition for their career development.
Concern that customers will move to competitor products that may be functionally inferior, but provide a much better experience with less friction.