Episode
Ep.59 -Why CX team might be erasing the moments customers remember - Reflections 6
- Podcast
- The Experience Edge
- Published
- Jan 21, 2026
- Duration seconds
- 826
- Processing state
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Summary
What if removing friction is ruining your customer experience? Everyone in CX wants to make things effortless. Fast. Smooth. Seamless. But in this Reflections episode, Jochem explores a provocative idea from his conversation with Sam Stern (Service Design Lead at LinkedIn): not all friction is bad - some friction creates memory, meaning, and better decisions. We unpack the difference between good friction and bad friction, with real examples from LinkedIn, Enterprise Rent-A-Car, IKEA, nightclubs, and Todd Unger’s work at the AMA. The goal isn’t to eliminate all effort - it’s to design effort where it matters most. In this video: Why some friction helps customers think clearly and choose better How friction creates emotional contrast and memorable moments When organizational drag ruins customer experience The 4 types of customer journeys and how friction plays a role How to tell if your friction serves the customer - or your org Follow Jochem on LinkedIn: @jochemvanderveer Learn more about Journey Management with TheyDo: https://www.theydo.com #CustomerExperience #FrictionDesign #JourneyManagement #CXStrategy #ExperienceDesign #ServiceDesign #DecisionMaking #EmotionalDesign #OrganizationalDrag #MemoryDesign #CustomerCentricity #BehavioralDesign #ExperienceArchitecture #SamStern #TheyDo