Introduction According to Gartner, low effort customer service is key to growth for service providers such as banks, and insurance companies as well as for telecom and utilities providers. It’s therefore shocking that customers are four times more likely to leave a service interaction less loyal than when they entered. 94% of customers that experienced a low effort service interaction, expressed an intention to repurchase. 88% said they would increase their spending, and of those reporting a high effort, a massive 81% reported an intention to spread negative word of mouth. Furthermore, 61% said they intend to stop purchasing from these companies entirely! A lot is on the line. An Amazon-like experience has become most peoples’ expectation and customers now expect similar omni

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