EMBRACING FRICTION : UNLOCKING INSIGHTS FOR FINANCIAL SERVICES
State Bank of India
Constructive friction can encourage customers to pause and review important financial choices, such as investment commitments or loan applications. In the financial services context the concept focuses on embracing friction points strategically rather than simply eliminating them.
About this Course
Good Friction involves deliberately introducing or harnessing friction within financial processes to unlock critical insights, guide customer behavior, and enhance overall experiences. Unlike harmful friction, this approach uses constructive friction to achieve specific goals, such as informed decision-making, trust-building, and regulatory compliance. This course explores how obstacles in customer experiences can be leveraged to reveal valuable insights, improve processes, and drive innovation.
What You'll Learn
- 1. Learn how friction can reveal critical customer insights.2. Differentiate between harmful and constructive friction.3. Identify common friction areas in financial services, such as onboarding challenges or transaction delays.4. Strategies to leverage friction for improving customer experience and optimizing processes.5. Comprehend how friction can inspire product innovation and service enhancements.6. Use technology to create constructive friction and streamline operations.7. Learn how to use friction responsibly without compromising customer trust.8. Analyze successful examples of friction strategies in financial services.9. Gain practical knowledge to apply friction-based insights in financial services.
Instructors
Krishnan Divakaran
AGM & Faculty
R.S.G Prakash
Chief Manager & Faculty