VP, Principal Analyst Joana de Quintanilha joins to explain why too little friction in the customer journey can be bad for business - and even the customer. Learn more in her Forrester blog post.

285: Harness Friction In Customer Journeys To Drive Emotional Engagement

Research-based guidance on how to manage customer experience (CX) at any organization — an imperative that Forrester has been researching for over 20 years. Each week, Forrester analysts discuss key findings from their latest research on CX; analyze relevant topics in the news; or chat with CX professionals about how they’ve overcome prevalent challenges managing CX in their organizations.

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285: Harness Friction In Customer Journeys To Drive Emotional Engagement

285: Harness Friction In Customer Journeys To Drive Emotional Engagement

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