Harness Friction In Customer Journeys To Drive Emotional Engagement

How To Leverage Friction In Customer Journeys To Build Trust
September 29th, 2021
With Contributors:
and Melissa Chaudet


This report helps CX leaders distinguish good friction from bad; understand the friction quotient of industries, journeys, moments, and customers; adjust by testing, learning, and orchestrating in context; and educate customers about the value of friction.

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