Why Friction Data May Be Blocking Your AI Transformation

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2025 is an era of transformation for Global Business Services. Whether it’s operating model transformation, process transformation, or digital transformation, expectations are high. We expect these initiatives to dramatically reduce operating costs, improve cross-functional alignment, and increase customer loyalty. However, more often than not, these transformations fail - and one of the primary reasons is the experience. While technology may be in place, the actual work - how it flows across teams and systems - remains fragmented. With that in mind, SSON invited experience and transformation expert Christophe Martel, CEO of FOUNT Global, to talk about what’s missing - and what needs to change. FOUNT believes “The future of work is flow.” Their platform surfaces friction in how work gets done, using input from employees to help organizations break down silos, remove hidden blockers, and improve productivity across complex environments. 🎙️ In this episode, Christophe explores how leading enterprises are rethinking transformation - not just by collecting more data, but by focusing on how people actually experience the work.

Note: During the episode we talk about an upcoming webinar Fount Global are hosting with PepsiCo and TI people on the 9th July 2025. If you are keen to join, sign up here.