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“How to match the experience your customers want with the experience your company can actually deliver”

According to a new Forrester Consulting study, 79% of customer service decision-makers and 89% of customer-facing workers admit there’s a gap between the customer experience they can deliver and what the customer wants.  Gaps in systems and customer support waste critical time that could be spent personalizing the customer experience. This wasted time puts your company at risk of losing frustrated customers and valuable employees, and ultimately levies a significant cost to your business.

Learn how to bridge the gap between customers’ expectations and the experience employees can deliver by viewing the recorded presentation.


Additional Resources -

Download the Executive Summary for Frontline Workers' Perspective

Download the Complete Research Study

Download the Infographic: Empower Workers to Exceed Expectations

Presenters -


Fill out the form below to view this webinar on demand:

Terrie Campbell, Vice President,
Strategic Marketing, Ricoh

Craig Le Clair, Vice President,
Principal Analyst, Forrester