{"id":61399,"date":"2024-07-01T14:00:59","date_gmt":"2024-07-01T13:00:59","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=61399"},"modified":"2024-07-01T14:05:23","modified_gmt":"2024-07-01T13:05:23","slug":"customer-experience-design-removing-friction-from-customer-journeys-cx-trends","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/tv\/customer-experience-design-removing-friction-from-customer-journeys-cx-trends\/","title":{"rendered":"Customer Experience Design: Removing Friction from Customer Journeys &#8211; #CXTrends24"},"content":{"rendered":"<p><a href=\"https:\/\/youtu.be\/ZVYCt8wSQ58\" target=\"_blank\" rel=\"noopener\">Watch on YouTube.<\/a><\/p>\n<p><strong>CX Today&#8217;s Charlie Mitchell<\/strong> hosts <strong>Todd Unger, Chief Experience Officer at the American Medical Association<\/strong>.<\/p>\n<p>The video forms part of our Big CX Trends series, where we deep dive into a series of trends from across the CX space.<\/p>\n<p>During this episode, we talk everything customer journey design, including:<\/p>\n<ul>\n<li><strong>The enemy of friction in customer experience. <\/strong><\/li>\n<li><strong>How to reduce friction points in customer journeys. <\/strong><\/li>\n<li><strong>Practical strategies to modernize customer experiences. <\/strong><\/li>\n<li><strong>The role of content within seamless experiences. <\/strong><\/li>\n<\/ul>\n<p>In this session, we also reference Unger&#8217;s new book: The 10-Second Customer Journey: The CXO&#8217;s Playbook for Growing and Retaining Customers in a Digital World.<\/p>\n<p>To view the rest of our CX Trends sessions,\u00a0<a href=\"https:\/\/www.cxtoday.com\/tv\/cx-trends-tv\/\" rel=\"noopener\">click here<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Watch on YouTube. CX Today&#8217;s Charlie Mitchell hosts Todd Unger, Chief Experience Officer at the American Medical Association. The video forms part of our Big CX Trends series, where we deep dive into a series of trends from across the CX space. During this episode, we talk everything customer journey design, including: The enemy of [&hellip;]<\/p>\n","protected":false},"author":4063,"featured_media":61400,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"video","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[61759,60908],"class_list":["post-61399","post","type-post","status-publish","format-video","has-post-thumbnail","hentry","category-cx-trends-tv","category-tv","tag-ccaas","tag-digital-transformation","tag-event","post_format-post-format-video","brands_to_track-american-medical-association","editorial_type-interview","intent-evaluation"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.3.1 (Yoast SEO v25.3.1) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Customer Experience Design: Removing Friction from Customer Journeys - #CXTrends24 - CX Today<\/title>\n<meta name=\"description\" content=\"CX Today covers CX TV news including CCaaS, Digital Transformation, Event and more.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.cxtoday.com\/tv\/customer-experience-design-removing-friction-from-customer-journeys-cx-trends\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Experience Design: Removing Friction from Customer Journeys - #CXTrends24\" \/>\n<meta property=\"og:description\" content=\"CX Today covers CX TV news including CCaaS, Digital Transformation, Event and more.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.cxtoday.com\/tv\/customer-experience-design-removing-friction-from-customer-journeys-cx-trends\/\" \/>\n<meta property=\"og:site_name\" content=\"CX Today\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/CXTodayNews\/\" \/>\n<meta property=\"article:published_time\" content=\"2024-07-01T13:00:59+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-07-01T13:05:23+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2024\/06\/Customer-Experience-Design-Removing-Friction-from-Customer-Journeys-CX-Trends.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"850\" \/>\n\t<meta property=\"og:image:height\" content=\"425\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Charlie Mitchell\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:site\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Charlie Mitchell\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"1 minute\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.cxtoday.com\/tv\/customer-experience-design-removing-friction-from-customer-journeys-cx-trends\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.cxtoday.com\/tv\/customer-experience-design-removing-friction-from-customer-journeys-cx-trends\/\"},\"author\":{\"name\":\"Charlie Mitchell\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/4deb7a9ecd0b93d7461a492a1b54b8b9\"},\"headline\":\"Customer Experience Design: Removing Friction from Customer Journeys &#8211; #CXTrends24\",\"datePublished\":\"2024-07-01T13:00:59+00:00\",\"dateModified\":\"2024-07-01T13:05:23+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.cxtoday.com\/tv\/customer-experience-design-removing-friction-from-customer-journeys-cx-trends\/\"},\"wordCount\":129,\"publisher\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/tv\/customer-experience-design-removing-friction-from-customer-journeys-cx-trends\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2024\/06\/Customer-Experience-Design-Removing-Friction-from-Customer-Journeys-CX-Trends.jpg\",\"keywords\":[\"CCaaS\",\"Digital Transformation\",\"Event\"],\"articleSection\":[\"CX Trends\",\"CX TV\"],\"inLanguage\":\"en-GB\",\"copyrightYear\":\"2024\",\"copyrightHolder\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"}},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.cxtoday.com\/tv\/customer-experience-design-removing-friction-from-customer-journeys-cx-trends\/\",\"url\":\"https:\/\/www.cxtoday.com\/tv\/customer-experience-design-removing-friction-from-customer-journeys-cx-trends\/\",\"name\":\"Customer Experience Design: Removing Friction from Customer Journeys - #CXTrends24 - CX Today\",\"isPartOf\":{\"@id\":\"https:\/\/www.cxtoday.com\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.cxtoday.com\/tv\/customer-experience-design-removing-friction-from-customer-journeys-cx-trends\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/tv\/customer-experience-design-removing-friction-from-customer-journeys-cx-trends\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2024\/06\/Customer-Experience-Design-Removing-Friction-from-Customer-Journeys-CX-Trends.jpg\",\"datePublished\":\"2024-07-01T13:00:59+00:00\",\"dateModified\":\"2024-07-01T13:05:23+00:00\",\"description\":\"CX Today covers CX TV news including CCaaS, Digital Transformation, Event and more.\",\"breadcrumb\":{\"@id\":\"https:\/\/www.cxtoday.com\/tv\/customer-experience-design-removing-friction-from-customer-journeys-cx-trends\/#breadcrumb\"},\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.cxtoday.com\/tv\/customer-experience-design-removing-friction-from-customer-journeys-cx-trends\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/www.cxtoday.com\/tv\/customer-experience-design-removing-friction-from-customer-journeys-cx-trends\/#primaryimage\",\"url\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2024\/06\/Customer-Experience-Design-Removing-Friction-from-Customer-Journeys-CX-Trends.jpg\",\"contentUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2024\/06\/Customer-Experience-Design-Removing-Friction-from-Customer-Journeys-CX-Trends.jpg\",\"width\":850,\"height\":425,\"caption\":\"Customer Experience Design Removing Friction from Customer Journeys (CX Trends)\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.cxtoday.com\/tv\/customer-experience-design-removing-friction-from-customer-journeys-cx-trends\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/www.cxtoday.com\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"CX TV\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.cxtoday.com\/#website\",\"url\":\"https:\/\/www.cxtoday.com\/\",\"name\":\"CX Today\",\"description\":\"Customer Experience Technology News\",\"publisher\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.cxtoday.com\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-GB\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/www.cxtoday.com\/#organization\",\"name\":\"CX Today\",\"url\":\"https:\/\/www.cxtoday.com\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2022\/03\/CX_Today_FullLogo.png\",\"contentUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2022\/03\/CX_Today_FullLogo.png\",\"width\":2606,\"height\":1154,\"caption\":\"CX Today\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/CXTodayNews\/\",\"https:\/\/x.com\/cxtodaynews\",\"https:\/\/www.linkedin.com\/company\/69192959\/\",\"https:\/\/www.youtube.com\/channel\/UCZSpkvnZtjGc7UAP1r-MRoA\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/4deb7a9ecd0b93d7461a492a1b54b8b9\",\"name\":\"Charlie Mitchell\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/7139362ec21f711b1aa0300faf312a167a42ac97b312b0385523913782254ea5?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/7139362ec21f711b1aa0300faf312a167a42ac97b312b0385523913782254ea5?s=96&d=mm&r=g\",\"caption\":\"Charlie Mitchell\"},\"description\":\"Charlie Mitchell is an award-winning journalist specializing in tech, customer experience, and contact centers. As Features Editor at his previous publisher, he led its editorial strategy, doubled its traffic, and earned recognition as a winner at the 2020 AOP Digital Publishing Awards. Then, as an independent copywriter, he crafted content for several prominent players in enterprise communications. Until October 2025, he was Head of Publication at CX Today.\u00a0\",\"url\":\"https:\/\/www.cxtoday.com\/author\/charlie-mitchell\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Customer Experience Design: Removing Friction from Customer Journeys - #CXTrends24 - CX Today","description":"CX Today covers CX TV news including CCaaS, Digital Transformation, Event and more.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.cxtoday.com\/tv\/customer-experience-design-removing-friction-from-customer-journeys-cx-trends\/","og_locale":"en_GB","og_type":"article","og_title":"Customer Experience Design: Removing Friction from Customer Journeys - #CXTrends24","og_description":"CX Today covers CX TV news including CCaaS, Digital Transformation, Event and more.","og_url":"https:\/\/www.cxtoday.com\/tv\/customer-experience-design-removing-friction-from-customer-journeys-cx-trends\/","og_site_name":"CX Today","article_publisher":"https:\/\/www.facebook.com\/CXTodayNews\/","article_published_time":"2024-07-01T13:00:59+00:00","article_modified_time":"2024-07-01T13:05:23+00:00","og_image":[{"width":850,"height":425,"url":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2024\/06\/Customer-Experience-Design-Removing-Friction-from-Customer-Journeys-CX-Trends.jpg","type":"image\/jpeg"}],"author":"Charlie Mitchell","twitter_card":"summary_large_image","twitter_creator":"@cxtodaynews","twitter_site":"@cxtodaynews","twitter_misc":{"Written by":"Charlie Mitchell","Estimated reading time":"1 minute"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.cxtoday.com\/tv\/customer-experience-design-removing-friction-from-customer-journeys-cx-trends\/#article","isPartOf":{"@id":"https:\/\/www.cxtoday.com\/tv\/customer-experience-design-removing-friction-from-customer-journeys-cx-trends\/"},"author":{"name":"Charlie Mitchell","@id":"https:\/\/www.cxtoday.com\/#\/schema\/person\/4deb7a9ecd0b93d7461a492a1b54b8b9"},"headline":"Customer Experience Design: Removing Friction from Customer Journeys &#8211; #CXTrends24","datePublished":"2024-07-01T13:00:59+00:00","dateModified":"2024-07-01T13:05:23+00:00","mainEntityOfPage":{"@id":"https:\/\/www.cxtoday.com\/tv\/customer-experience-design-removing-friction-from-customer-journeys-cx-trends\/"},"wordCount":129,"publisher":{"@id":"https:\/\/www.cxtoday.com\/#organization"},"image":{"@id":"https:\/\/www.cxtoday.com\/tv\/customer-experience-design-removing-friction-from-customer-journeys-cx-trends\/#primaryimage"},"thumbnailUrl":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2024\/06\/Customer-Experience-Design-Removing-Friction-from-Customer-Journeys-CX-Trends.jpg","keywords":["CCaaS","Digital Transformation","Event"],"articleSection":["CX Trends","CX TV"],"inLanguage":"en-GB","copyrightYear":"2024","copyrightHolder":{"@id":"https:\/\/www.cxtoday.com\/#organization"}},{"@type":"WebPage","@id":"https:\/\/www.cxtoday.com\/tv\/customer-experience-design-removing-friction-from-customer-journeys-cx-trends\/","url":"https:\/\/www.cxtoday.com\/tv\/customer-experience-design-removing-friction-from-customer-journeys-cx-trends\/","name":"Customer Experience Design: Removing Friction from Customer Journeys - #CXTrends24 - CX Today","isPartOf":{"@id":"https:\/\/www.cxtoday.com\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.cxtoday.com\/tv\/customer-experience-design-removing-friction-from-customer-journeys-cx-trends\/#primaryimage"},"image":{"@id":"https:\/\/www.cxtoday.com\/tv\/customer-experience-design-removing-friction-from-customer-journeys-cx-trends\/#primaryimage"},"thumbnailUrl":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2024\/06\/Customer-Experience-Design-Removing-Friction-from-Customer-Journeys-CX-Trends.jpg","datePublished":"2024-07-01T13:00:59+00:00","dateModified":"2024-07-01T13:05:23+00:00","description":"CX Today covers CX TV news including CCaaS, Digital Transformation, Event and more.","breadcrumb":{"@id":"https:\/\/www.cxtoday.com\/tv\/customer-experience-design-removing-friction-from-customer-journeys-cx-trends\/#breadcrumb"},"inLanguage":"en-GB","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.cxtoday.com\/tv\/customer-experience-design-removing-friction-from-customer-journeys-cx-trends\/"]}]},{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/www.cxtoday.com\/tv\/customer-experience-design-removing-friction-from-customer-journeys-cx-trends\/#primaryimage","url":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2024\/06\/Customer-Experience-Design-Removing-Friction-from-Customer-Journeys-CX-Trends.jpg","contentUrl":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2024\/06\/Customer-Experience-Design-Removing-Friction-from-Customer-Journeys-CX-Trends.jpg","width":850,"height":425,"caption":"Customer Experience Design Removing Friction from Customer Journeys (CX Trends)"},{"@type":"BreadcrumbList","@id":"https:\/\/www.cxtoday.com\/tv\/customer-experience-design-removing-friction-from-customer-journeys-cx-trends\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.cxtoday.com\/"},{"@type":"ListItem","position":2,"name":"CX TV"}]},{"@type":"WebSite","@id":"https:\/\/www.cxtoday.com\/#website","url":"https:\/\/www.cxtoday.com\/","name":"CX Today","description":"Customer Experience Technology News","publisher":{"@id":"https:\/\/www.cxtoday.com\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.cxtoday.com\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-GB"},{"@type":"Organization","@id":"https:\/\/www.cxtoday.com\/#organization","name":"CX Today","url":"https:\/\/www.cxtoday.com\/","logo":{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/www.cxtoday.com\/#\/schema\/logo\/image\/","url":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2022\/03\/CX_Today_FullLogo.png","contentUrl":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2022\/03\/CX_Today_FullLogo.png","width":2606,"height":1154,"caption":"CX Today"},"image":{"@id":"https:\/\/www.cxtoday.com\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/CXTodayNews\/","https:\/\/x.com\/cxtodaynews","https:\/\/www.linkedin.com\/company\/69192959\/","https:\/\/www.youtube.com\/channel\/UCZSpkvnZtjGc7UAP1r-MRoA"]},{"@type":"Person","@id":"https:\/\/www.cxtoday.com\/#\/schema\/person\/4deb7a9ecd0b93d7461a492a1b54b8b9","name":"Charlie Mitchell","image":{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/www.cxtoday.com\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/7139362ec21f711b1aa0300faf312a167a42ac97b312b0385523913782254ea5?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/7139362ec21f711b1aa0300faf312a167a42ac97b312b0385523913782254ea5?s=96&d=mm&r=g","caption":"Charlie Mitchell"},"description":"Charlie Mitchell is an award-winning journalist specializing in tech, customer experience, and contact centers. As Features Editor at his previous publisher, he led its editorial strategy, doubled its traffic, and earned recognition as a winner at the 2020 AOP Digital Publishing Awards. Then, as an independent copywriter, he crafted content for several prominent players in enterprise communications. Until October 2025, he was Head of Publication at CX Today.\u00a0","url":"https:\/\/www.cxtoday.com\/author\/charlie-mitchell\/"}]}},"_links":{"self":[{"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/posts\/61399","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/users\/4063"}],"replies":[{"embeddable":true,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/comments?post=61399"}],"version-history":[{"count":2,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/posts\/61399\/revisions"}],"predecessor-version":[{"id":61467,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/posts\/61399\/revisions\/61467"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/media\/61400"}],"wp:attachment":[{"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/media?parent=61399"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/categories?post=61399"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}