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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?

Merkle Connected

This podcast discusses CX transformation with those who enact customer experience change for the world’s leading brands. We’ll be hosting a wide variety of speakers from across the whole world of CX – giving you on-the-ground strategic advice and best practice from experts both within Merkle, and drawn from further afield. Discussions will take in all things data, tech, strategy, analytics, creative and more - giving you the ideas and know-how that you need to develop transformational, data-driven customer experience management practices for your brand.

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Episode Details

Host

Chief Marketing Officer, EMEA

Guests

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?