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The Frictionless Organization
book

The Frictionless Organization

by Bill Price, David Jaffe
June 2022
Intermediate to advanced content levelIntermediate to advanced
304 pages
7h 14m
English
Berrett-Koehler Publishers
Content preview from The Frictionless Organization

DIGITIZE 4

Nothing important should ever be more than two clicks away.

—Steve Krug

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Image WHAT IS “DIGITIZE” AND WHY IS IT IMPORTANT?

Digitize is the second of the five strategic actions and typically covers simple transactions and information that customers want, rather than avoidable or preventable actions. Also known as automation or deflection, the Digitize solution typically offers the second biggest opportunity after Eliminate to reduce costs. Digitize actions can also improve the customer experience by offering self-service options that are ...

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Publisher Resources

ISBN: 9781523000166