Work Friction: Less is More
The CX Leader Podcast | A resource for customer experience leaders
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Navigating Work Friction
This chapter examines the vital link between employee and customer experience, focusing on the challenges of work friction that hampers engagement and satisfaction. It shares personal anecdotes and highlights various types of friction in customer-facing roles, demonstrating how inadequate systems can hinder both employee performance and customer interactions. The discussion also considers generational differences, particularly how younger workers prioritize seamless work environments, calling for a balance between necessary challenges and minimizing unnecessary barriers.
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