1.
Reducing friction with
technology
Christian Kamhaug @ckamhaug
Manager Group Communications

2.
2

3.
FRICTION
3

4.
@ckamhaug
PAIN-POINTS

5.
PAIN-POINTS
@ckamhaug

6.
REMOVE
FRICTION

7.
@ckamhaug

8.
@ckamhaug

9.
The best service is no service
Bill Price & David Jaffe
9

10.
THE SILENT
TRAVELER

11.
The silent traveler
• The modern traveler likes to do things herself
• She does her own research online
• She books her own tickets online
• She brings all her documentation on her mobile
• She checks in online and uses automated bag-drop
• She hates spending time checking out of the hotel
• If she’s unhappy, she won’t tell you – but she will write
about it on TripAdvisor

12.
WHAT WAS THE MOST
POPULAR SERVICE AT
SAS?

13.
SMS CHECK-IN

14.
@ckamhaug

15.
@ckamhaug

16.
48 %
91 %
@ckamhaug
Authorize me
by giving me the tools and knowledge to
make me able to solve challenges on my
own
Value me
by showing that you value that I use public
transportation
Stop annoying me
By solving all the little issues i meet when I
use public transportation

17.
@ckamhaug

18.
@ckamhaug

19.
IKEA – self-service tills
• Increased customer satisfaction
• Shorter percieved waiting times
• Higher employee satisfaction
• More floorwalkers
• Hardly any changes in theft
• 70 % of customers use self-service
@ckamhaug

20.
Uberification of the retail-experience

21.
The Little Mermaid
I WANNA BE WHERE THE PEOPLE ARE

22.
The winners in service and
retail will be the ones who
elliminate friction in the
customer journey
Christian Kamhaug

23.
3 things you can do
tomorrow

24.
MOBILE
FIRST

25.
CHECK THE
CUSTOMER
JOURNEY

26.
QUIT
ANNOYING
CUSTOMERS

27.
READ MORE:
bit.ly/frictionCK
DOWNLOLAD SLIDES:
bit.ly/frictionslides

28.
Christian Kamhaug
36
Manager Group Communications
& Social Media Jedi Master
Lindorff Group
 Christian.Kamhaug@Lindorff.com
@ckamhaug
no.linkedin.com/in/ckamhaug
+47 90 25 51 68
ckamhaug