Are businesses failing their customers and can they win them back?

You're probably familiar with the scenario: Waiting on hold as you get transferred to the second, third or fourth customer service agent that is in'the right department' to resolve your issue. You've told them your account details, answered all of the security questions but when you finally get through, they start by asking for your account number (again). For anyone who has experienced this – and that's most of us – it leaves a bitter taste in the mouth. But the real question here is, what are businesses doing to end this cycle? Zendesk's recent Customer Experience Trends Report, which looks at data from 45,000 companies worldwide, tells a story of how this sort of experience is far too common.