October 30, 2019
Friction Reward

Understanding friction and reward in customer experience – Interview with Richard Hammond and Rocky Howard of Uncrowd

Today’s interview is with Richard Hammond and Rocky Howard, co-founders of Uncrowd, who are the the world’s leading experts on friction versus reward. Richard and Rocky […]
May 17, 2019

The removal of friction represents a huge opportunity for customer experience – Interview with Roger Dooley

Today’s interview is with Roger Dooley who is a a speaker and author of Brainfluence: 100 Ways to Persuade and Convince Consumers with Neuromarketing, the popular […]
June 25, 2018

Getting help is often fraught with friction. It shouldn’t be – Interview with Tom Martin of Glance Networks

Today’s interview is with Tom Martin, CEO of Glance Networks, an enterprise software company that provides a “visual engagement platform” for their clients that combines co-browse, […]
August 5, 2017
Same but different

TK Maxx celebrates the friction in its customer experience

A few months ago I wrote an article called: Do You Really Want To Create A Frictionless Customer Experience?, where I questioned the wisdom behind creating […]