frictionless digital customer journey
 

5 steps towards building frictionless self-service and onboarding digital products

Customer success criteria is comprised of five words: "All I wanted to do..." In this paper we translate these criteria in process steps that enable you to create friction-free customer journeys.

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Executive Summary

People are smart and they want to be able to do things for themselves. They want to manage their money online, track their fitness and wellbeing on the latest app or troubleshoot why they are unable to complete a task - the last thing they want to do is pick up the phone and talk to a human being.

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