Price Your Friction: Put a Cost on Customer Problems

This course contains the use of artificial intelligence.

Customer experience teams lose budget arguments because they bring scores, and finance listens to costs. This course shows you how to turn the customer problems you already know about into numbers a finance director will accept.

In about thirty minutes of short, practical lessons you will price four things:

• the repeat contacts caused by broken handoffs

• the real business case behind replacing agents with AI

• the revenue that leaves quietly when customers give up

• the cost to serve each customer journey

Each topic has a worked example built row by row, and a downloadable Excel worksheet where you enter your own figures and get your answer.

The course closes with how to put the result on one page for your CFO, how to answer the usual finance objections, and how to prove the result after the fix. The last lesson gives you a plan for your first thirty days.

All figures in the examples are illustrative. The method works with your real numbers, or with ratios per hundred customers if your figures are sensitive.

The course is built by Ahmad Samir, founder of the Institute of Applied CX Science and author of The Friction Economics Standard, drawing on 23 years in contact centre and customer experience leadership. The lessons are narrated with an AI voice.