Using analytics can be the difference between a positive and a negative experience for the customer. Yet businesses often don't make the best use of these insights. Companies seem happy to rely on canned, scripted responses, poorly trained agents and clunky systems to deliver customer services. It's therefore no surprise that so many people have horror stories. While 30 years ago, word may never have leaked out about a poor customer service incident, now it can be found as easily as searching on Google.