When AI systems misread signals and make automated decisions, the friction customers experience erodes trust, retention and revenue. By Alicia Arnold March 13, 2026 I was traveling for work and used my credit card in two different states within 24 hours. That wasn’t typical for me, but it made sense given the route … Continue reading When AI decisions create customer friction
October 31, 2025 Friction can make the customer experience more human
Learn how to build three reports in GA4 that will bring your customers’ frustrations to light. Mike Pastore on January 2, 2025 Feel like your marketing team is drowning in analytics reports? You’re not alone. Data surrounds today’s marketers, making it difficult to understand how to connect business problems to the data that offers … Continue reading 3 reports in GA4 that use analytics to eliminate customer friction
See how AI-driven pre-approvals break down barriers in auto finance, creating a secure and accessible loan experience for Hispanic consumers. Mauricio Delgado on October 31, 2024 Hispanic consumers represent a significant economic force in the U.S. today. Yet, they often face barriers in accessing mainstream financial services, particularly when purchasing vehicles essential to their … Continue reading How to use generative AI to reduce friction and convert car buyers
Practical insights and strategies to align your personal rhythms with your daily demands as a marketer, enabling peak performance and sustainable productivity. Hana Jacover on February 22, 2024 As a marketer, you are an orchestrator of people, processes and technology. Purposefully harnessing the energy of the tools and minds needed to produce a desired state. … Continue reading From friction to flow: A marketer’s secret productivity engine
Daniel Burrus — October 4, 2018 Follow @DanielBurrus — October 4, 2018 Improving cognitive performance is a strategic imperative for anticipatory leaders. Yet, cognitive performance slows down due to cognitive friction. Cognitive friction occurs when professionals can’t think through uncertainties clearly in their minds. These uncertainties include: risks opportunities outcomes consequences implications impact causations causes … Continue reading Eliminate Cognitive Friction to Maximize Human Performance
Caitlin Zucal — January 15, 2018 Follow @Caitlin_Zucal — January 15, 2018 Wonder why customers aren’t using your digital product? It may be time to examine product friction. Product friction is anything that represents a barrier to user adoption or retention. From an overly complicated sign-up process to difficult-to-navigate menus, if too much friction exists, … Continue reading Reduce Product Friction to Increase User Adoption and Retention
Chalmers Brown — September 22, 2017 — September 22, 2017 SugarandSkullDesigns / Pixabay How many times have you heard about a new software platform that’s all the rage and you need to check it out? I mean really need to because you don’t want to be left out in the cold. But, when go to … Continue reading The Best Way to Lower Your Platform Signup Friction
Linda Popky — August 28, 2017 — August 28, 2017 geralt / Pixabay With all the incivility and discontent in our environment today, you’d think the best thing organizations could do would be to remove as much organizational friction, or discord, from their groups as possible. Certainly, we want to reduce the kind of friction … Continue reading 5 Ways to Make Organizational Friction Work for You
by Jacob Firuta June 23, 2016 Follow @JFirutaJune 23, 2016 When everything goes your way in business – you’ve come up with a great product, you’ve sorted out production and delivery – it’s time to kick back and let the revenue flow in, right? You may be forgetting about one thing that will cost you … Continue reading Less Sticking Points, More Sales: Actionable Steps to Remove Friction from Your Buyer Journey
