On-demand Webinar

A Web of Confusion: A New Study Revealing Why Consumers Churn or Convert Online


A Web of Confusion: A New Study Revealing Why Consumers Churn or Convert Online
Date and time
30 Minutes + Q&A

What causes consumers to abandon, escalate, churn, become frustrated versus self-serve, convert and make bigger purchases more frequently online? A new survey of 6,000 U.S. and global consumers sheds new light on these often misunderstood behaviors.

Watch this Webinar to learn:

How to control costs. Including when 94% abandon a Website for higher cost channels.
How to increase lifetime value. Including when 66% will increase purchase size and frequency.
Opportunities to improve KPIs including deflection, self-service resolution, CSAT, conversion rates, LTV and more.

Valuable New Insights For
Professionals in customer service, customer experience, contact center, eCommerce, IT/technology and digital marketing roles.

About the presenters

Lynn Ridenour
Senior Director, Nuance Communications

Lynn leads the solutions and channel marketing efforts for the Nuance Enterprise Division. She enjoys engaging with customers, learning about their businesses, listening closely to understand their challenges, and exploring how they are optimizing their customer care experiences. Lynn has spent more than 20 years working at the intersection of marketing and innovation. She’s a veteran of several venture-backed companies in the telecommunications, software, Internet and clean technology industries.

Nathan Richter
Partner, Wakefield Research

Wakefield Research is an independent global research consultancy that works with some of the world’s most iconic B2B and consumer brands. Nathan is a thought leader on interactions between brands and their customers and serves as a resource for media.

Watch the Webinar
Share this webinar:
Share to Facebook Share to Twitter Share to LinkedIn Email a Friend