When “Silent Failures” Broke the Customer Journey — Spotting CX Problems Before Customers Do
A Story to Start In early 2024, a healthcare services provider noticed something odd: CSAT was dropping, but complaint volume wasn’t increasing. That didn’t make sense — until their QA team discovered a hidden pattern in the IVR logs: Thousands of callers were abandoning the IVR at the same menu step Chat users frequently clicked […]