Organisations are pouring millions into service modernisation. So why do customers still feel like they’re going in circles? The answer isn’t a lack of technology – it’s a lack of context. The hidden problem: Siloed fixes in a modernised world Picture this: An organisation spends 18 months modernising its service operation. New ticketing system. New self-service portal. New AI chatbot. And yet customers are still calling them on the phone. Agents are still re-entering data. C
.jpg)
