Nearly every business views the “frictionless customer experience” as a top strategic priority.
But what does that really entail? What exactly constitutes “friction” in the eyes of the customer? What causes this friction? And how can it truly be reduced (or eliminated)?
Backed by research and featuring guidance from leading executives, CCW Digital’s Special Report has the answers. Key topics include:
- Is friction really important to customers?
- Why businesses should take “frictionless” very seriously?
- Which KPIs can help measure customer effort?
- 10 keys to reducing customer effort
- 9-step checklist for using self-service to reduce effort
About CCW Digital
CCW Digital is the research and editorial arm of Customer Management Practice, covering the people, processes and technology behind customer contact. We publish verified data, operational case studies and lessons from the field for a community of 180,000 customer experience professionals.
Every week, CCW Digital brings the industry straight to you – new insights, market reports, and lessons from the field.
Webinars that skip the fluff with practical lessons from experts solving real challenges right now.
Our Market Studies give leaders the benchmarks to act and sponsors the spotlight where it matters most.
Analyst Reports cut straight to the challenge that matters now, giving readers sharp insight and sponsors unmatched visibility.
