Effort Inflation Puts Brand Loyalty at Risk, Netcracker/CSG Research Finds
2027 State of the Customer Experience Report shows customers turn to third-party AI for help, while effective automation and human support strengthen loyalty
CSG: Addressing Customer Effort Inflation: Strategic Imperatives for Enterprise CX Leaders
A recent global study by CSG, involving 1,800 “digital citizens” surveyed from July to August 2026, reveals that 3 out of 4 consumers find resolving an issue with a brand requires as much or more effort than it did a year ago.
Expert Mode: The Case for Forgettable Customer Experiences
This brings us to a counter-intuitive but increasingly vital strategic pivot: the most effective customer experience might be the one the customer doesn’t remember at all. This isn’t about being unremarkable; it’s about being so seamlessly effective that the interaction becomes an invisible, frictionless extension of the customer’s intent.
#831: CSG’s Megan Lukitsch on radical simplicity in CX
Today, we’re going to talk about a counterintuitive but powerful idea: that the future of customer experience is not about creating more elaborate experiences, but about radically simplifying them to the point where they become forgettable—in a good way. We’ll explore how focusing on effortless outcomes and leveraging AI…
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