Frank Teruel

Frank Teruel
COVID-19, the Touchless Digital Economy, and its Ironic Magnification of Online Friction

Few forcing functions have magnified the friction between a clean customer experience (CX) and verifying identity like the global pandemic. Just since March, the numbers of new entrants into the digital economy has skyrocketed. This isn't because of some epiphany that digital is the future, but rather because they have very few other choices. Worried…