{"id":61336,"date":"2026-06-17T07:39:03","date_gmt":"2026-06-16T23:39:03","guid":{"rendered":"https:\/\/sgbuzz.com\/?p=61336"},"modified":"2026-06-17T07:39:03","modified_gmt":"2026-06-16T23:39:03","slug":"the-missing-human-touch-in-singapores-customer-service-costs-more-than-we-think","status":"publish","type":"post","link":"https:\/\/sgbuzz.com\/?p=61336","title":{"rendered":"The missing human touch in Singapore&#8217;s customer service costs more than we think"},"content":{"rendered":"<p><br \/>\n<\/p>\n<div data-testid=\"article-body-container\">\n<p class=\"whitespace-pre-wrap break-words mb-4 md:mb-6\" data-testid=\"article-paragraph-component\">MOST companies think they have a customer service problem. They don\u2019t. They have a data problem that looks like a people problem. Until leaders can see the difference, they\u2019ll keep investing in the wrong fix.<\/p>\n<p class=\"whitespace-pre-wrap break-words mb-4 md:mb-6\" data-testid=\"article-paragraph-component\">I\u2019ve lived both sides of it. Last month, I called a company to sort out a billing issue. The chatbot couldn\u2019t parse what I was asking. I got transferred. The human agent was patient, but put me on hold three times just to pull up my account history.<\/p>\n<p class=\"whitespace-pre-wrap break-words mb-4 md:mb-6 inline-block\" data-testid=\"article-paragraph-component\">I spent 40 minutes resolving something that could have taken five. What struck me was watching a capable, well-intentioned person be defeated by the firm\u2019s own systems in real time.<\/p>\n<\/div>\n<p><br \/>\n<center><br \/>\n<br \/><a href=\"https:\/\/www.businesstimes.com.sg\/opinion-features\/missing-human-touch-singapores-customer-service-costs-more-we-think\" target=\"_blank\" rel=\"noopener\">Read Full Article At Source <\/a><br \/>\n<center\/><\/p>\n","protected":false},"excerpt":{"rendered":"<p>MOST companies think they have a customer service problem. They don\u2019t. They have a data problem that looks like a people problem. Until leaders can&#8230;<\/p>\n","protected":false},"author":1,"featured_media":61337,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"fifu_image_url":"","fifu_image_alt":"","footnotes":""},"categories":[2611],"tags":[],"class_list":["post-61336","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-buzz-headlines","wpcat-2611-id"],"_links":{"self":[{"href":"https:\/\/sgbuzz.com\/index.php?rest_route=\/wp\/v2\/posts\/61336","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/sgbuzz.com\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/sgbuzz.com\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/sgbuzz.com\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/sgbuzz.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=61336"}],"version-history":[{"count":0,"href":"https:\/\/sgbuzz.com\/index.php?rest_route=\/wp\/v2\/posts\/61336\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/sgbuzz.com\/index.php?rest_route=\/wp\/v2\/media\/61337"}],"wp:attachment":[{"href":"https:\/\/sgbuzz.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=61336"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/sgbuzz.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=61336"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/sgbuzz.com\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=61336"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}