It’s the Easy, stupid!

No, this has nothing to do with James Carville and the Bill Clinton campaign of 1992. This was the message communicated to the business world in a global survey of 125,000+ consumers and 5000+ customer service representatives, conducted by CEB (Corporate Executive Board). You can learn more about this in a presentation delivered by CEB at eGain World 2014 in San Jose. Given that today’s consumer interactions with the business are comprised of omnichannel journeys, how can you then reduce…