Skip to content Go to Homepage
Insights: Video

The Delineate Customer Effort Index - You Keep Me Hanging On

You Keep Me Hanging On - launching the Delineate Customer Effort Index, sponsored by ContactEngine

Brands are still getting the basics wrong when it comes to customer interaction. This not only creates dissatisfaction but, more importantly, it builds a sense that a brand is ‘being difficult’. New research covering over 27,000 brand interactions has enabled Delineate to develop a sophisticated model of ‘customer effort’ which helps brands understand how improvements of interaction can impact customer loyalty.

In a world where virtually anything we want is only a click away, customers expect their interactions with brands to be simple and fast. This new research, conducted by real-time data agency Delineate and sponsored by proactive CX experts ContactEngine, dives into the key challenges for brands in customer effort.

This recording of the livestream event on January 13th 2021 discusses key findings and launches Delineate's thought leadership white paper available for download here.

Event panel members:
Jeff McDonald - US CEO, Delineate
James Turner - Founder & CEO, Delineate
Prof Mark K. Smith - CEO ContactEngine
Dr Nicola Millard - Principal Innovation Partner, BT

Solutions in your sector


Enabling a differentiated experience throughout the end-to-end customer journey for the world’s largest telcos

Retail Banking

Improving lending and mortgage journeys and making day-to-day banking easier for your customers


Reducing churn with better customer engagement across sales, onboarding, retention and regulatory compliance


Improving customer and agent experience through automation of onboarding, in-life customer care and loss prevention

Retail/Major Appliances

Improving customer engagement to ensure right-first-time delivery and repair through proactive conversation


Managing and improving customer conversations across complex networks of manufacturers, dealers and customers


Ensuring right-first-time delivery and installation of complex and large item deliveries

Icon Book Demo

Isn’t it time you stop assuming? Book a demonstration with us

Thank you, we will be in touch shortly!

Error Submitting Form

Back to top