Five Customer Friction Challenges Every CPG Firm and Retailer Face

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Presented by

Lionel Pieterse, VP, Commercial Industry - NTT DATA; Matthew Leach, VP, Digital and Application Services - NTT DATA

About this talk

See how market leaders rank and what you can do to quantify the customer experience. Discussion Topics: • What traditional customer experience (CX) measurements miss • A quantitative way to evaluate friction within the customer’s experience • Detailed findings from Consumer Packaged Goods and Retail studies • Best practices to apply to your business We all recognize bad customer experiences in the moment (think long hold times, non-mobile websites and repetitive questions), but can you quantify these experiences and tie them back to business measures? This webinar will cover a unique approach for identifying, quantifying and mitigating the experiences of your customers, partners and employees – the Customer Friction Factor service. We’ll share the results of a recent Customer Friction Factor study on 15 leading Consumer Packaged Goods (CPG) organizations and discuss how online retailers measured up as well. Gain insight on common causes of customer friction and learn best practices to apply to your own business.
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