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‘Frictionless’ is not enough: Introducing emotional peaks in your customer experience

‘Isn’t a frictionless experience a good thing?’ – you might be asking. Whilst areas of friction in the digital experience can become a barrier and cause drop-offs before conversion, they aren’t the most impactful element contributing towards your customer base. Over 90% of our behaviours and beliefs are driven by emotions. They dictate not only […]

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