When Cost Cuts Backfired — Why Efficiency Without Strategy Destroys CX
A Story to Start In early 2025, a consumer electronics company decided to cut CX costs aggressively.The CFO pushed for a 20% reduction in operational spend — immediately. Here’s what happened: headcount reduced training budget cut QA program downsized documentation updates paused routing owners reassigned coaching deprioritized For a few weeks, everything looked fine. Then […]