The value of adding ‘conscious' friction to the 'frictionless’ customer experience
Episode 13 | November 25, 2021
In our latest episode, join Mike Wells and Ruth Bucknell as they discuss the importance of adding ‘conscious' friction to the customer experience. In a world where the customer journey is so seamless and ‘frictionless’, why do we need ‘conscious' friction?
Head of Customer Strategy, Merkle EMEA
senior director, digital experience
In this episode we will be discussing:
- The value of ‘conscious friction’ within the customer experience?
- Why brands need to become more customer-centric
- Industry examples of good and bad friction?