The hidden cost of digital leakage

Across 40 journeys in five sectors we found that roughly one in six digital sessions ends in an assisted contact — and almost none of that contact is attributed back to the digital failure that caused it.

Where it leaks

Authentication, forms and payment consistently account for the majority of leaked sessions. The failure is rarely dramatic; it is a validation message nobody can resolve.

What it is worth

Valuing the leak converts a UX debate into a budget line. Sizing is straightforward once digital sessions and assisted contacts share an identifier.