Restaurant guest experience depends on more than good food and quick service.
Does retail customer experience success depend on neuro-triggers? PIRCH says yes.
Customer experience can be sabotaged by coding decisions. These often can't be seen by looking at the web page or app. One has to observe real users going through the entire process to find these CX booby-traps.
Turning a chat request into a lead generation process adds friction and annoys customers.