“It is so much sexier to announce in the specialized press that you have invested 100,000 euros per month in “Search Engine Marketing (SEM)” for a whole year to attract customers to your brand new website than to implement a intelligent voice server which will recognize the customer with a real problem by putting them in contact with the teleoperator best able to resolve it,” adds Luc Francis Jacobs, Managing Director of Nixxis. “I’m surprised by the number of people I meet who tell me they’ve had a terrible customer experience with a major telephone operator or energy supplier, even though they had been lured in at great expense a few months earlier by an absolutely fantastic digital marketing campaign …”