Instead, the sales rep was set up for failure and not just failure to make a sale: Significant harm was done to the brand. Anyone who has ever dealt with tone-deaf customer service can relate to the frustration my friend experienced. Some argue that integrating customer context from various sources can lead to privacy violations, and that’s a valid concern. No one wants to talk to a customer service rep that knows so much that it’s creepy. The solution to that problem is actually the same as the solution to the lack of context problem: Every choice regarding data, context and privacy that a company makes must be made by considering what’s in the best interest of the customer.

Source: Forbes January 22, 2018 12:56 UTC