The C&UX Expo logo

27 & 28 MARCH 2019


Concetta Balestra Fagan, Ph.D: Speaking at the B2B Marketing Expo

Concetta Balestra Fagan, Ph.D


Designing customer interaction experiences from the consumer point of view.

Over 40% of customers are already frustrated before they reach out to an organization to resolve issue. Consumers want to get things done quickly and easily and their expectations are at an all-time high – no matter the channel they use to get there. Lower levels of customer effort have shown to increase customer satisfaction, brand loyalty and revenue opportunities. Are your customers satisfied with the path you put them on or do they see it more like navigating a maze?

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