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Money

Phenomena

CHAPTER

Friction and Complexity in Financial Decision-Making

This chapter explores how digital technology has not made people's experience of money flat or more frictionless, but has instead become a tool for instant and diverse financial transactions. It discusses the challenges with customer experiences in financial services, the overwhelming amount of information available to young investors, and the mistakes made in customer-centric approaches. The chapter emphasizes the need for a filter to handle the complexity of financial decision-making and the importance of incorporating both quantitative and qualitative data.

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