How easy was it to complete your task today? How easy was it for you to reach our customer service?

In an era where customers expect everything instantly and intuitively, ease isn’t just a nice-to-have; it’s a key driver of satisfaction and loyalty.

Two moments define how a customer feels about your brand: When they are trying to complete a task, and when they are trying to get help. If either one feels like hard work, the damage is already done.

This panel aims to explore the real meaning of ease in customer experience. How do you measure it? How do you improve it? And more importantly, how do your customers perceive it?

In this panel, we want to discuss specifically:

• Do we know what our customers actually find hard? Do seemingly simple tasks become a point of friction for customers?
• Ease vs. Delight: Are we chasing the wrong metrics? Should we aim for ‘wow moments’ or eliminate friction?
• How do you design support journeys that feel reachable and responsive, even when agents aren’t immediately available?
• Proactive vs. reactive support. How have you reduced inbound support by proactively addressing friction points?
• Whose job is ease anyway?