The machine doesn’t care what it’s making—only that it’s making it fast. Frictionless systems optimize output. But meaning, memory, and margin live in the mess it leaves behind. The great smoothing is ...

Getting teams unstuck is not about motivation. It is about removing the barriers that make movement difficult.

KS: We always see the phrase ‘seamless customer experience’ being thrown around. I’ve used it myself! But why do you think there does need to be some sort of friction? KE: Not all friction is bad ...

Learn about friction cost to make better informed decisions: its implications in investments and loans, and how it helps assess the true cost of financial transactions.