Link: https://cisr.mit.edu/publication/2023_0926_AICustomerJourneys_Gosline
From MIT CISR
Abstract:
At many firms, artificial intelligence (AI) has become the go-to tool for creating frictionless experiences and removing impediments that slow down efficient customer journeys. Companies, however, need to incorporate more “good friction” into their customer journeys, as frictionless strategies can lead to harm. In this presentation, Renee describes how AI affects customer experience, the difference between good and bad friction, and how to add good friction to your customer journeys.
Publication date:
Publication type: Presentation
Publication authors:
Renée Richardson Gosline
