Positive Friction is any experience that disrupts customers’ expectations, but ultimately brings joy or delight. Our team explores this important dimension of frictionless commerce, and how brands can effectively deliver it.
Our team has mapped a typical online grocery shopping customer journey through the lens of our six dimensions of frictionless commerce, illustrating the high bar of consumer expectations brands must meet.
A recent study conducted by Environics Research for TD Bank reveals that a majority of Canadians are comfortable with companies using AI if it means they'll receive better and more personalized service; but many admit that they don't understand the technology well enough to know the risks
In an Environics Research conducted study commissioned and guided by the Canadian Marketing Association (CMA)'s Privacy and Data Advisory Committee, it was found that consumers want to read privacy policies, but they have to be user-friendly.
Watch our VP of Cultural Markets and Financial Services, Bernice Cheung, interview recent immigrant to Canada, Sumantra De. Sumantra is a seasoned research, insights and advisory professional who holds an MBA and PMP certification from India.