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Organizations must constantly answer an interesting question: how much friction is good for their experience? It might seem like the answer will always be “none at all,” but it isn’t. Today, let’s talk about friction in Customer Experiences and when it is—and isn’t—bad.
There are contexts involved when we want to do something in our business or professional life. Sometimes, taking a particular action is a good thing, but in a different context, it isn’t. That is also true for friction.
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