[[{"@context":"http:\/\/schema.org","@type":"Answer","name":"What is a Frictionless Customer Experience (CX)?","text":"A frictionless customer experience (CX) is about creating a seamless end-to-end experience for the customers, whether it be buying goods and services or a signup experience. A frictionless CX business process is ruthless about identifying and eliminating points of friction in the customer\u2019s journey with the brand.","@id":"https:\/\/www.the-future-of-commerce.com\/2020\/09\/28\/frictionless-cx-definition\/#Answer"},{"@context":"http:\/\/schema.org","@type":"BlogPosting","dateModified":"2022-11-22","name":"Frictionless CX: Create the experiences that win customers [INFOGRAPHIC]","headline":"Frictionless CX: Create the experiences that win customers [INFOGRAPHIC]","description":"Frictionless CX is the reality that every part of an organization is needed - that there can be no turf wars in the race for the customer.","about":["Customer Experience","Customer Journey","https:\/\/www.the-future-of-commerce.com\/2020\/09\/28\/frictionless-cx-definition\/#BlogPosting#8",{"@type":"Thing","name":"Frictionless Customer Experience (CX)","@id":"https:\/\/www.the-future-of-commerce.com\/2020\/09\/28\/frictionless-cx-definition\/#Thing"}],"datePublished":"2020-09-28","wordCount":468,"url":"https:\/\/www.the-future-of-commerce.com\/2020\/09\/28\/frictionless-cx-definition\/","mainEntityOfPage":"https:\/\/www.the-future-of-commerce.com\/2020\/09\/28\/frictionless-cx-definition\/","keywords":["Frictionless Commerce","https:\/\/www.the-future-of-commerce.com\/2020\/09\/28\/frictionless-cx-definition\/#BlogPosting#9"],"articleBody":"Sometimes as human beings we overcomplicate things, ignoring what\u2019s right in front of us. Frictionless CX is a straightforward proposition\u2014take care of the customer experience. Do. Or do not. There is no try.If you\u2019re reading this, then you\u2019ve landed on the side of do\u00a0as it relates to customers.What is a Frictionless Customer Experience (CX)?A frictionless customer experience (CX) is about creating a seamless end-to-end experience for the customers, whether it be buying goods and services or a signup experience. A frictionless CX business process is ruthless about identifying and eliminating points of friction in the customer\u2019s journey with the brand. Frictionless CX is the reality that every part of an organization is needed \u2013 that there can be no turf wars. The customer experience happens along a line that will form a circle, no hard turns, no illogical zig zags.How to create frictionless CX and win the race for customer satisfactionIt all begins with a customer, AKA: a person. Too often when discussing business, it\u2019s numbers or goals that get the most focus, not the experience of the customer.People have emotions about buying, and they might be excitement, fear, or even confusion. When they visit your website, they want those emotions to be recognized.Your site or storefront is the first leg of their journey \u2013 if it goes well they\u2019ll continue with you. Ideally, your design, navigation, and copy are focused on engaging prospects rather than selling products.This is a place where we can get tripped up in what we think, rather than what someone feels.Marketing efforts are an extension of building relationships. The more we consider a person\u2019s emotions, the better we position ourselves to be a solution for them.Questions the customer or potential customer could be pondering:\u201cDoes this purchase make sense?\u201d\u201cIs this the best use of my money?\u201d\u201cWill I be getting the best product\/service\/offer?\u201d      Customer journey mapping: The buyer\u2019s path in a digital world                Build a net-new audience years before your product ever launches. Yep, understanding customer journey mapping and the real buyer's path can help you do that.      The customer journey never ends: Are you ready to deliver for the long term?Remember the idea of the line forming a circle?That circle is a promise and it\u2019s via service that we make good on it.We cannot be one and done with customers \u2013 when something goes wrong, be there.Departments and processes, people, and prospects, all working together to create a frictionless CX which benefits us all.When the circle is complete, and each baton has been passed, we exist as a team.  Rethink customer engagement:Seamless, omnichannel experiences can save the day.Learn more about direct-to-consumer success HERE.","image":{"@type":"ImageObject","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2020\/09\/Frictionless-CX-1.jpg","height":375,"width":1200,"@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2020\/09\/Frictionless-CX-1.jpg"},"hasPart":{"@type":"ImageObject","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2020\/09\/Customer-Experience-Race-Infographic.png","name":"Frictionless Customer Experience (CX)","about":{"@id":"https:\/\/www.the-future-of-commerce.com\/2020\/09\/28\/frictionless-cx-definition\/#Thing"},"height":"1024","width":"2048","@id":"https:\/\/www.the-future-of-commerce.com\/2020\/09\/28\/frictionless-cx-definition\/#ImageObject"},"publisher":{"@type":"Organization","logo":{"@type":"ImageObject","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/themes\/hybris_foc\/assets\/images\/layout\/logo-foc-2x.svg","height":"96","width":"293","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/themes\/hybris_foc\/assets\/images\/layout\/logo-foc-2x.svg"},"address":{"@type":"PostalAddress","name":"The Future of Commerce","addressCountry":"https:\/\/www.the-future-of-commerce.com\/#Country","addressLocality":"Newtown Square","addressRegion":"PA","postalCode":"19073","streetAddress":"3999 West Chester Pike","@id":"https:\/\/www.the-future-of-commerce.com\/#PostalAddress"},"url":"https:\/\/www.the-future-of-commerce.com\/","alternateName":"The Future of Commerce and Customer Engagement","additionalType":"news media","name":"The Future of Commerce","description":"News, information, and analysis on the future of commerce, including e-commerce, customer engagement, B2B, B2C, DTC, supply chain, sustainability, and purpose.","sameAs":["https:\/\/www.linkedin.com\/groups\/4844282","https:\/\/podcasts.apple.com\/us\/podcast\/a-call-for-a-better-experience\/id1479742201","https:\/\/twitter.com\/FutureOfCEC","https:\/\/www.the-future-of-commerce.com\/feed\/"],"contactPoint":"https:\/\/www.the-future-of-commerce.com\/#ContactPoint","legalName":"The Future of Commerce","parentOrganization":"https:\/\/www.sap.com\/index.html#Organization","numberOfEmployees":"https:\/\/www.the-future-of-commerce.com\/#QuantitativeValue","@id":"https:\/\/www.the-future-of-commerce.com\/"},"author":{"@type":"Person","image":{"@type":"ImageObject","url":"https:\/\/secure.gravatar.com\/avatar\/2e37c96ab229c4884817aff6b1c7c8cf?s=96&d=mm&r=g","height":96,"width":96,"@id":"https:\/\/secure.gravatar.com\/avatar\/2e37c96ab229c4884817aff6b1c7c8cf?s=96&d=mm&r=g"},"url":"https:\/\/www.the-future-of-commerce.com\/contributor\/kosta-triantafillou\/","name":"Kosta Triantafillou","@id":"https:\/\/www.the-future-of-commerce.com\/contributor\/kosta-triantafillou\/#Person"},"subjectOf":{"@type":"FAQPage","name":"Frictionless Customer Experience (CX)","about":{"@id":"https:\/\/www.the-future-of-commerce.com\/2020\/09\/28\/frictionless-cx-definition\/#Thing"},"mainEntity":{"@type":"Question","name":"What is a Frictionless Customer Experience (CX)?","acceptedAnswer":{"@id":"https:\/\/www.the-future-of-commerce.com\/2020\/09\/28\/frictionless-cx-definition\/#Answer"},"@id":"https:\/\/www.the-future-of-commerce.com\/2020\/09\/28\/frictionless-cx-definition\/#Question"},"@id":"https:\/\/www.the-future-of-commerce.com\/2020\/09\/28\/frictionless-cx-definition\/#FAQPage"},"@id":"https:\/\/www.the-future-of-commerce.com\/2020\/09\/28\/frictionless-cx-definition\/#BlogPosting"}],{"@context":"https:\/\/schema.org\/","@type":"BreadcrumbList","itemListElement":[{"@type":"ListItem","position":1,"name":"2020","item":"https:\/\/www.the-future-of-commerce.com\/2020\/#breadcrumbitem"},{"@type":"ListItem","position":2,"name":"09","item":"https:\/\/www.the-future-of-commerce.com\/2020\/\/09\/#breadcrumbitem"},{"@type":"ListItem","position":3,"name":"28","item":"https:\/\/www.the-future-of-commerce.com\/2020\/\/09\/\/28\/#breadcrumbitem"},{"@type":"ListItem","position":4,"name":"Frictionless CX: Create the experiences that win customers [INFOGRAPHIC]","item":"https:\/\/www.the-future-of-commerce.com\/2020\/09\/28\/frictionless-cx-definition\/#breadcrumbitem"}]}]