Psychology of Digital Friction and the Path to Predictive Experience

This session explains how everyday digital friction (interruptions, delays, instability, overload) affects attention and performance, and how real-time signals plus automation/AI enable predictive experience management to reduce friction before it disrupts employees.

Aimed at those XM and XLA practitioners with some experience, ready to scale their efforts, this session will:

1. Explain the psychology of digital friction and how small disruptions accumulate to impact attention, stress, and performance.
2. Identify measurable, real-time indicators that connect XLAs to employee experience (not just system uptime).
3. Apply an action model using automation/AI to move from reactive support to predictive experience management that reduces friction before it disrupts work.