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.
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The EX-CX Connection
- Work friction negatively impacts employee and customer experiences.
- Addressing these issues improves both employee satisfaction and customer interactions.
Defining Work Friction
- Work friction describes anything hindering workplace productivity.
- It stems from obstacles preventing employees from performing their best.
Examples of Friction
- Sales representatives experience friction through excessive documentation and meetings.
- Customer service reps face friction when lacking tools or clear escalation paths.