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