Why Speed Alone Doesn't Make Experiences Frictionless with Kenny Goldshvartz from Wyndham Hotels & Resorts

Is it more important to quickly execute site speed optimizations or focus on getting them right before launch for a better customer experience?

Join us and Kenny Goldshvartz, Digital Strategy and Solutions guru at Wyndham Hotels & Resorts, as we dive into how he approaches Speed, one of the Five Friction Forces in digital experiences.

According to Kenny, site performance is not just about Speed, but about balancing the Five Friction Forces and reducing digital friction to create seamless, reliable experiences.

We explore the impact of Speed on bookings (a critical metric in the tourism and hospitality space to maximize occupancy rates and average booking value), the customer journey, and conversion rates.
Come along as we discuss:

• Measuring friction, site performance, and user experience through A/B Testing, Core Web Vitals, and analytics.
• Evaluating different experiences on desktop and mobile, and the challenges of blending digital and physical experiences to meet customer expectations.
• Working together across an organization to identify and resolve friction, turning finger-pointing into transparent cross-team collaboration.

If you enjoyed Part 2: Speed in our series on the Five Friction Forces, stay tuned for Part 3: Marketing.