Analyst Report

In Search of Effortless Customer Experiences

What do customers really want from your service team?

It’s a given that customers want help that is provided quickly, thoroughly, and courteously. Customers also want their interactions to be as effortless as possible. Friction in customer journeys not only upsets customers but adds to operational overhead.

This report addresses these common causes, seeking answers to critical questions.

What are the common causes of customer effort?
Are some customers affected more than others?
What can contact centres do to minimise effort?

Download this CCMA research, supported by ServiceNow, to find out how to make every engagement effortless.

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