The tie that binds each of these market trends is customer-centricity. As CPG firms strive to remake themselves in the face of these challenges, they will (or have already) start down the path of ...

Businesses today face mounting pressure to deliver frictionless customer experiences while maintaining robust fraud prevention and security measures. Traditional verification methods often force ...

For decades, companies have hidden behind a revenue wall of bureaucracy and red tape. Complex phone mazes, confusing paperwork, muddy FAQ sections, delayed email responses, and support bots that never ...

For inclusive marketing to be executed well, customer experience must incorporated from the beginning. The customer experience you deliver is the vehicle with which the people you serve determine ...

Brands are making significant efforts to meet customer experience expectations, yet many are falling short when eliminating areas of potential friction. The inability to mitigate problem areas in the ...

Friction isn’t always a flaw. When effort is intentional and optional, it can turn routine interactions into experiences customers remember. Friction can be a good thing. Last holiday season, I bought ...

Organizations investing in AI often face a friction tax that kills productivity. The architecture of flow uses universal context to unlock the value of agentic AI.

Ever since Elon Musk decided that limiting the number of tweets (or X’s) one could read was in our best interest, positive friction has been on my mind. What is positive friction and why does it play ...

Okta’s Security Center opens window to customer insights, including threats and friction Your email has been sent Offering wide visibility of authentication activity Addressing identity and sign-on ...