AI-powered
podcast player
Listen to all your favourite podcasts with AI-powered features
The CX Leader Podcast | A resource for customer experience leaders
Work Friction: Less is More
Apr 23, 2024
Christophe Martel, CEO and founder of FOUNT, dives into the concept of 'work friction' and its impact on both productivity and customer experience. He discusses how excessive documentation and meetings can be barriers to engagement. The conversation reveals the significance of simplifying processes and empowering employees in regulated industries like healthcare and banking. Martel emphasizes the connection between employee and customer experience, illustrating that reducing friction can lead to happier employees and customers alike.
30:11
Episode guests
AI Summary
AI Chapters
Episode notes
Podcast summary created with Snipd AI
Quick takeaways
- Minimizing work friction through data analysis helps identify employee pain points, enhancing both productivity and customer experiences.
- A strong link exists between employee experience and customer experience, emphasizing the need for collaboration across departments to optimize satisfaction.
Deep dives
Understanding Work Friction
Work friction refers to any obstacles that hinder employee productivity and ultimately affect customer experiences. These obstacles include excessive documentation, participation in endless meetings, and the struggle to access necessary tools and information. Employees in customer-facing roles often find themselves spending less time with customers due to these challenges, which creates frustration and dissatisfaction. Addressing work friction is essential because it directly influences how well employees can perform their jobs and interact with clients.
Get the Snipd
podcast app
Unlock the knowledge in podcasts with the podcast player of the future.
AI-powered
Discover
highlights
Listen to the best highlights from the podcasts you love and dive into the full episode
Save any
moment
Hear something you like? Tap your headphones to save it with AI-generated key takeaways
Share
& Export
Send highlights to Twitter, WhatsApp or export them to Notion, Readwise & more
AI-powered
podcast player
Listen to all your favourite podcasts with AI-powered features
Discover
highlights
Listen to the best highlights from the podcasts you love and dive into the full episode