In response to the heightened expectations of today's informed and connected customers, Roberto Palma, a senior engineer at IBM Software Support Services, presented a cost-effective solution during TSIA's 2023 World Interact Conference. By closely examining their Net Promoter Score (NPS), Palma's team identified key factors contributing to poor scores and discovered that 14 of them were linked to the company's behavior. Implementing an interactive approach, involving regional leaders, and emphasizing the human element in customer interactions, Palma successfully improved support performance, stressing the importance of a considerate approach over sophisticated technology.