In this episode, Stefaan Vuylsteke, a business and service design expert, and Katie Baeck, a senior consultant at The House of Marketing (THoM), explore essential customer experience (CX) principles. They discuss behavioural design, friction management, and friction hunting—identifying and eliminating obstacles in the customer journey. From minor UX adjustments to significant service enhancements, learn strategies to craft seamless experiences that foster customer loyalty.

For more insights, visit thom.eu. To consult directly with our expert senior consultant, book a call with Katie Baeck.