Over the long weekend, I read The Friction Project, a new book out from two of my favorite business school professors, Robert Sutton and Huggy Rao of Stanford. They spent seven years working with ...
Friction keeps the system moving. MIT’s research shows that 5% of GenAI pilots succeed by embracing resistance, both human and organizational, as well as technical, as the crucible of adaptation and ...
Ever since I left running customer service (CS) operations (Amazon 1999 to late 2001), friends and family have sent me their CS and customer experience (CX) tales of woe. Several of them have made it ...
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