Today’s always-connected customer expects immediate access to information. 82% have stop doing business with brands that fail to meet their expectations – expectations set by digital natives like Netflix and Amazon. Empowered by smartphones, consumers have set a high bar for fast, efficient, and frictionless service—and they’re an economic force to be reckoned with.
Customer Effort Score (CES) has rapidly emerged as a key performance indicator and a leading indicator of CSAT and NPS. Organizations that identify and remove friction points within the customer journey will reduce their CES and ultimately win the hearts and wallets of today’s connected customers.
In this 30-minute on-demand webinar, we'll share insights and best practices into reducing customer effort, address these burning questions and more:
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