A few brief moments can make or break your customer experience. Friction, failures and blind spots in the customer journey can undermine even the best digital products. When harnessed and implemented correctly, a data-driven, customer-centric approach can uncover issues that lead to churn.

In this episode, Todd Unger, Chief Experience Officer at the American Medical Association, digs into the nuances and gravity of friction in the customer journey. Discussing themes from his latest book, Todd explains how friction inhibits growth, the importance of addressing technical debt and how to strategically fit the CX operation into the business.

About the guest: Todd Unger is a customer experience and marketing leader with a decade of experience focusing on customer-centric digital and business transformation. As Chief Experience Officer at the American Medical Association, he integrates product, marketing, commerce and service to enhance member engagement and advance the organization's mission. He is also the author of the book The 10-Second Customer Journey: The CXO’s playbook for growing and retaining customers in a digital world.

You can find his book here: https://www.amazon.com/10-Second-Customer-Journey-retaining-customers/dp/1788605039

Hosted by David Carty

Produced by David Carty, Samsu Sallah and Joe Stella

Graphic design by Karley Searles

To contact the producers, please email us at podcasts@applause.com.