In this episode of the Fully Managed Podcast, customer experience expert Sonia Thompson breaks down how friction, exclusion, and overlooked identities quietly damage brand growth. She shares real‑world examples—from Airbnb to Apple to restaurant menus—and explains how inclusive design, cultural awareness, and proximity to diverse communities create better customer experiences. Sonia also reveals how brands can reduce friction, avoid tone‑deaf campaigns, and build loyalty by understanding human differences. A powerful conversation for marketers, founders, and CX leaders committed to serving people better.
About Sonia Thompson and Frictionless Growth Lab: