2014 Customer effort Feedback Journey mapping 
CCNG
OCTOBER 19, 2022
(Gartner, 2021) 8 in 10 consumers report that businesses are meeting or exceeding their expectations for service, compared to 67 percent in 2014. In fact, 40% say businesses have increased their focus and attention on service, a significant increase in just three years (up from 29% in 2014).
Comm100
FEBRUARY 16, 2018
Customer advocates and thought leaders agree: providing a friction-less experience for customers is moving from novelty to mandatory. That is why reducing customer effort was voted the number one priority for contact centers in 2018. Customers aren’t the only ones who experience pain points.
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