Recent research from Pegasystems reveals that 77% of consumers expect businesses to enhance customer interactions. However, many feel that companies prioritize profits over user experience. The survey highlights that 56% believe customer interactions are worse now than a decade ago, with key concerns including long wait times and inadequate information from service agents. Businesses face a significant risk as 37% of consumers have switched providers due to frustrating online services. Experts emphasize the importance of addressing technical debt and leveraging innovations like AI for better service delivery.
In an age where customers are more demanding than ever, many of their needs are not being met as a direct result of organizations carrying technical debt.
Businesses have to start taking the amount of technical debt they are managing seriously and examine ways they can use new innovations such as generative AI to make the existing systems they have in place work better for everyone.
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