This episode covers:

• What digital friction is (1:05)
• How digital friction negatively impacts the customer experience (3:10)
• The culprits that cause digital friction and digital insensitivity (5:01)
• How total experience helps to solve digital friction and digital insensitivity (8:45)
• The components of total experience (10:13)
• The three terms important for creating a shared understanding of being a digital business (11:00)
• The advantages the midsize enterprise can leverage to create frictionless experiences (16:10)

New technology is designed to make life and work go more smoothly. But when it’s unclear how to properly use the technology, when it doesn’t fit the workflow, and when no one really understands it, digital friction slows down progress. Host Shawn Murphy and Gartner Vice President Analyst Joseph Provenza explore speed bumps that trip up digital initiatives and discuss what midsize enterprise CIOs do to lead through the friction that impacts employees and customers.