Cloud Wars Live with Bob Evans

How 'Smart Friction' in Grocery Drives Stronger Returns, Enhances Customer Experience

Listen Later

Key Takeaways

  • Smart friction: AI prioritizes speed and efficiency, but in retail experiences where shoppers value engagement, intentional friction can enhance customer satisfaction and ultimately drive better returns, giving rise to the idea of "smart friction."
  • Use case: Trader Joe’s, for example, deliberately avoids self-checkout to create smart friction, using wait time to immerse customers in design, promote product discovery, and foster interactions with staff that enhance the overall brand experience. By preserving the elements that make its brand special rather than blindly automating for speed, the grocery retailer has been able to stay competitive despite having fewer locations than many rivals.
  • Don't over-automate: While many AI solutions will benefit enterprises, organizations should be careful not to automate away the core elements that define and differentiate their brand.

    • Visit Cloud Wars for more.

    ...more
    View all episodesView all episodes
    Download on the App Store
    Cloud Wars Live with Bob EvansBy Bob Evans
    • 4.7
    • 4.7
    • 4.7
    • 4.7
    • 4.7

    4.7

    17 ratings

    More shows like Cloud Wars Live with Bob Evans

    View all
    Freakonomics Radio by Freakonomics Radio + Stitcher

    Freakonomics Radio

    32,246 Listeners

    Making Sense with Sam Harris by Sam Harris

    Making Sense with Sam Harris

    26,380 Listeners

    The Journal. by The Wall Street Journal & Spotify Studios

    The Journal.

    6,097 Listeners

    All-In with Chamath, Jason, Sacks & Friedberg by All-In Podcast, LLC

    All-In with Chamath, Jason, Sacks & Friedberg

    10,254 Listeners

    The AI Daily Brief: Artificial Intelligence News and Analysis by Nathaniel Whittemore

    The AI Daily Brief: Artificial Intelligence News and Analysis

    688 Listeners