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Low effort customer interactions are good for business: they boost trust and loyalty and cost less to support. But many businesses struggle to figure out how they could improve.

For a better understanding of obstacles that make customer experiences more cumbersome, companies should use the customer effort score (CES) to continuously measure how well your brand is performing at particular touchpoints throughout the customer journey.

Watch this video to discover why the CES is important, how to calculate it, and how to leverage this metric in an effective CX program.

Vendor:

Momentive Netherlands

Premiered:

Oct 26, 2021