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If we have learned anything in the last year, it is that the only certain thing is uncertainty. Businesses have felt this too, with lockdowns, virus variants and financial instability sending consumer confidence plummeting. This is in line with trends that were already at play as a series of scandals, ethical missteps and moral failures in public organisations drove home the undeniable message that businesses and institutions cannot be trusted.

For this reason, building trust should be one of the central priorities for all companies in today’s world. Especially post-pandemic, much of this trust needs to be built through consistency. For all the pivoting we have done during COVID, there is much to be said for the value of consistency in the face of uncertainty.

Nothing turns a customer off more than friction. In fact, nothing turns an employee off more than friction either. If businesses are to remain Indisruptible in the years to come, identifying friction is paramount, so here are 3 key questions to help you find it.

“Our trust in technology has rested in a confidence that the technology will do what it’s supposed to do, nothing more, nothing less.”