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