friction into flow

By applying data and automation technologies, redefining people skills, and rethinking operating models to deliver great customer experiences, innovation, and sustainable growth.

A new generation of businesses is here.

Businesses have always needed to innovate to stay competitive. But today, changes need to be bigger, faster, and more frequent than ever. For two big reasons.

One, customer expectations have drastically changed.

The halo effect from today’s most successful customer-first businesses touches us all. The likes of Apple, Google, Amazon, Netflix, and Uber set the standards that we’re all held to, B2B included. Anytime, anyplace, anywhere - always-on.


And two, employees have hit a productivity wall.

Performance is stagnating. In high-income countries, there’s been an average annual productivity growth of only 1% over the past seven years. To drive growth, we need to find new ways to drive productivity – faster and more effectively than ever before.

We have to get rid of operational friction.

In practice, most transformation projects are time, cost, and confidence black holes. The trouble is that they’re rarely grounded in the reality of the operational environment, and so are too abstract to drive real value. 

Businesses experience massive operational friction – the root cause of the problem. Friction causes your people to have no bandwidth for innovation, because they’re barely keeping their heads above water delivering business as-usual.

The result is that instead of optimizing and innovating, your people are stuck reinventing the wheel, which will be noticed by your customers, eventually impact your topline results.

Solve this by transforming operational friction into end-to-end flow, using innovative automation technologies and applied intelligence, by redefining people skills and competences, and through the implementation of new operating models, delivering operational excellence, great customer experiences, innovation, and sustainable growth.