Maybe a patient has a billing issue. Or a question about the pre-authorization process. Or perhaps they just have to schedule an appointment. No matter their need, patients rely on healthcare contact ...

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

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 ...

Digital friction can be thought of as the micro-stalls, misclicks, and rework that quietly accumulate into lost productivity ...

Friction represents obstacles to change. Most people try to push through friction instead of reducing it.