Removing Friction From the Customer Journey

Today’s time-pressed consumer values ease and convenience. If you have a product they want, it’s your job to make the purchase process as smooth and uncomplicated as possible. To do this, one must first map out the customer’s journey and determine how to create the best user experience. Amazon and Uber are two examples of organizations that have removed a lot of friction from the buying process. We’ll learn from those who are implementing this philosophy.


John Moffatt | Senior Director, Retail Systems | Sodexo

John Moffatt is the Senior Director of Retail Systems for Sodexo North America. Sodexo is one of the world’s largest multinational corporations, with 420,000 employees that represent 130 nationalities and are present on 34,000 sites in 80 countries. John works to provide Sodexo’s North American market with enterprise solutions, systems, vendors, and process for customer facing technology in retail locations. John’s team provides customer focused solutions for the majority of Sodexo’s service segments like healthcare, universities, government, corporate services, and schools. It is his belief that technology with no thought to the customer journey is just noise and will never satisfy the customer.


Brandon Elliott | Sr. Director, Digital Products | HMSHost

Brandon is a first generation “digital native” who grew up with the latest technology device, game system or computer in his hands. This childhood hobby is what triggered Brandon’s life-long passion for technology and his relentless drive to create, improve, innovate and transform the way we live, work and play. Brandon specializes in information technology and is a former business owner with 24+ years of hands-on experience including engineering, development and management. He is customer centric and results driven with experience working with IT, executive management and key business personnel to bring business strategy and technology innovation together.

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