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The Frictionless Experience
Click, Tap, Fail: A Friction-Free Framework for Better CX
Jun 24, 2024
Michael Hinshaw, a digital customer experience leader, shares insights on reducing friction in customer interactions. Topics include touch point mapping, last mile issues, complete customer journey, and enhancing experiences through logic and data analysis.
53:36
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Quick takeaways
- Prioritize touchpoint mapping to eliminate friction and enhance satisfaction.
- Leverage data-driven strategies for continuous improvement and personalized customer experiences.
Deep dives
Focus on Touchpoint Mapping and Optimization
Michael Hinshaw emphasizes the importance of touchpoint mapping to identify and optimize every customer interaction point. By focusing on touchpoint mapping, businesses can eliminate friction, enhance satisfaction, and discover hidden revenue opportunities. It is crucial to leverage a digital-first strategy but not rely solely on technology to drive customer satisfaction, as human interaction remains vital in creating seamless experiences.
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Discover
highlights
Listen to the best highlights from the podcasts you love and dive into the full episode