Close the Context Gap – Don’t make customers repeat themselves

In their 1999 book ‘Future Living in a Participatory Way’, Laurence Claeys and Johan Criel defined the Context Gap as “the gap between what technologies can measure and calculate from sensor data or other types of electronic information and the complex, individually-perceived context in a user’s environment”.

More recently, it’s a term that’s started to be used in the customer contact world to describe the gap that exists when a customer jumps between ‘customer self-service’ and ‘live agent service’ within a single interaction.

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