Embracing the trend of going paperless? ๐โก๏ธ๐๏ธ
Let’s talk about frictionless too. A topic often ignored. ๐ซ๐ฅ
Downloading a PDF that you need to fill it in and then upload it again… Yes, it’s digital but you added more friction for the customer. ๐ง
These are what I call first generation automation. They only help the employee or, even worse, only the management. ๐น๏ธ๐
When going digital, review all the steps in your process and question if you still need them.
Often, they don’t make any sense in a digital world.
That’s next-gen automation! ๐๐
