{"id":8544,"date":"2024-08-26T17:26:35","date_gmt":"2024-08-26T17:26:35","guid":{"rendered":"https:\/\/tup.kxe.temporary.site\/white-house-to-tackle-bad-cx-practices\/"},"modified":"2024-08-26T17:26:35","modified_gmt":"2024-08-26T17:26:35","slug":"white-house-to-tackle-bad-cx-practices","status":"publish","type":"post","link":"https:\/\/okdesign.ca\/en\/white-house-to-tackle-bad-cx-practices\/","title":{"rendered":"White House to tackle bad CX practices"},"content":{"rendered":"


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The Biden\/Harris administration is focusing attention on bad corporate customer experience<\/a> practices like customer service<\/a> \u201cdoom loops\u201d and problems with customer service chatbots.<\/p>\n

That might seem an unlikely space for presidential intervention, but the administration has already addressed CX shortcomings at federal agencies<\/a>. The plan to improve corporate CX is called \u201cTime is Money<\/a>.\u201d<\/p>\n

Why we care. <\/strong>There\u2019s an election coming up, there are wars, there\u2019s the economy (stupid) and immigration. Yet customer experience and service has bubbled up into the Presidency\u2019s consciousness. That means it\u2019s important, right? The administration is taking action on junk fees because, however trivial, they\u2019re an additional strain on people\u2019s resources. They\u2019re framing bad CX practices as another way to waste people\u2019s money.<\/p>\n

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\u201cAmericans know these practices well: it\u2019s being forced to wait on hold just to get the refund we\u2019re owed; the hoops and hurdles to cancel a gym membership or subscription; the unnecessary complications of dealing with health insurance companies; the requirements to do in-person or by mail what could easily be done with a couple of clicks online; and confusing, lengthy, or manipulative forms that take unnecessary time and effort.<\/p>\n

These hassles don\u2019t just happen by accident. Companies often deliberately design their business processes to be time-consuming or otherwise burdensome for consumers, in order to deter them from getting a rebate or refund they are due, or canceling a subscription or membership they no longer want\u2014all with the goal of maximizing profits.<\/p>\n

White House Fact Sheet<\/a><\/em><\/cite><\/p><\/blockquote>\n

Dig deeper: Intense election ad buying could upend brands\u2019 holiday marketing plans<\/a><\/em><\/strong><\/p>\n

Getting ahead of the White House<\/strong>. Customer experience solutions vendor InMoment has issued some key to-do\u2019s for companies based on a survey of 1,000 consumers. Here are the four headlines:<\/p>\n