A Forrester Report: Harness Friction In Customer Journeys To Drive Emotional Engagement

A Forrester Report

How To Leverage Friction In Customer Journeys To Build Trust

Customers demand and expect a seamless customer experience, but does that mean completely removing friction from onboarding? In most cases, some friction is necessary for effective identity proofing and KYC but, with the wrong solution, balancing these security measures with customer experience can be challenging. Acuant’s identity verification and KYC solutions utilize a risk-based approach to please customers without compromising security by enabling additional checks for suspicious users while showing good customers the fast lane.

The report covers the following topics:

• How Customer Experience (CX) leaders distinguish good friction from bad
• Understanding the friction quotient of industries, journeys, moments and customers; adjust by testing, learning and orchestrating in context
• Educating customers about the value of friction

Read the report, Harness Friction In Customer Journeys To Drive Emotional Engagement to learn more about how to effectively leverage customer onboarding friction to increase customer satisfaction.

Acuant is now a GBG cmpany Acuant is now a GBG company

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