The Distance Learning University of Applied Sciences Switzerland (FFHS) featured Daniel Crucius’s groundbreaking EMBA master thesis on Interactive Voice Response systems and their impact on callers.

We all know the frustration of being put on hold – or do we? In his research, Crucius challenges common assumptions about waiting loops and reveals surprising insights about customer behavior and perception in voice dialogue systems.

His findings, presented on SRF1 radio show „Treffpunkt,“ demonstrate how strategic implementation of IVR systems can positively influence customer experience and brand perception. The research provides valuable insights for companies looking to optimize their customer touchpoints in the digital age.

Read the full article on the FFHS website: LINK