Design Automations From Journey Friction

Customer Journey Mapping (Nielsen Norman Group) gives marketing automation a disciplined way to decide what should happen next instead of simply sending more messages. journey-friction triggers works when the workflow reflects a real customer state: what the person is trying to do, what they already know, what permission they have given, and what signal they just created. The mechanism is practical: automation compresses response time, so a bad assumption becomes visible faster and at larger scale. A good playbook slows the decision down before the workflow is built, names the audience state, defines the next useful action, and sets a…

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