Gartner Research

Engineering the Low-Effort Customer Experience

Published: 27 March 2017

ID: G00339506

Analyst(s): CIO Research Team


The most valuable action a service organization can take on behalf of their customers and company is to reduce customer effort. This research provides guidance on powerful (but overlooked) sources of customer effort, ways to reduce both the objective and subjective sides of customer effort, ways to upskill frontline reps to reduce customer effort in-the-moment, and measurement tools to gauge call quality and effort reduction.

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