Photo source: Interactive Powers

Report: The CX Gap in Assisted Service

Companies have digitalized the transaction, but not the advice. When the customer’s need is simple, automation solves it end-to-end — no friction, no wait. When it’s complex, though, no one is available with the right expertise, at the right time. That gap is where CX quietly breaks down.

We put numbers behind it: 24 pages, eight documented problems backed by analyst data, and a sector intensity matrix covering banking, insurance, public sector, telco, retail, health, and education. A few of the findings:

→ 📉 73% would abandon a purchase over a wait of more than 5 minutes.

→ 📈 +33% higher conversion in an assisted sale with video vs. voice.

→ 🚪 46% of customers abandon self-service due to lack of information.

None of these are edge cases — they’re the default outcome when “digital” stops at the transaction and never reaches the advice a complex moment actually needs.

⤵️ Download the report: English version | Versión en español

🤔 In your sector, the moment a customer’s need stops being simple — is someone with the right expertise actually there, at the right time?

Interactive Powers - Streamline your business communications