Kathryn Jezer-Morton recently wrote a viral article for The Cut saying that we should all try to make 2026 the year of “friction maxxing.” Here's why she's right.

Stanford’s Bob Sutton and Huggy Rao on how to boost efficiency and satisfaction while also improving innovation and decision-making. Organizations too often subject their employees and customers to ...

Customer effort is both the most important and the most overlooked factor in building true customer loyalty. Unnecessary effort, a.k.a. friction, is particularly damaging. Starting a friction log will ...