Customers, as we all know, are a fickle bunch. Considering how customer loyalty is far from abundant these days, there are many ways to lose a customer, but the biggest turn-off for today’s consumers ...

Retailers are striving to make 2024 the year for frictionless shopping. To do that, they must incorporate the latest technologies that people need to do their jobs without interrupting any lines of ...

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.

If you’re a retailer thinking about how to best use technologies such as AI, computer vision and analytics, I encourage you to pause for moment to consider something else first: friction. Today’s ...

When I began my career in the pro-audiovisual industry two and a half decades ago, innovation was steady but slow. New AV solutions were conceived, developed, launched and matured over several years.

Recently I was invited to talk at the conference considered the “Davos of Procurement” about design choices and how to remove friction–one of the core ideas from my book The Human Element. The ...