More about Friction at Touchpoints

Touchpoints. For some time now, we have been all about the importance of private schools evaluating every touchpoint for families in terms of removing friction. Friction at touchpoints (pre-admission inquiry, tour, application, re-enrollment contract, teacher conferences, etc.) is the bane of a busy parent's existence. Smart schools pay attention and streamline the process.We learned from Trendwatching.com about U.S. cable provider Comcast using artificial intelligence and machine learning to predict and anticipate when they will need to dispatch a technician to solve a connectivity issue (the bane of every cable subscriber's existence). We are not suggesting using AI or automation to ease friction at touchpoints, maybe, but we do think the Comcast story is a good illustration of how seriously you should take this subject. We have yet to see a single strategic plan with friction reduction as a major goal.