Friction to Fiction: Crafting a Seamless Employee Experience with Christophe Martel artwork
Science of CX

Friction to Fiction: Crafting a Seamless Employee Experience with Christophe Martel

  • S4E211
  • 43:26
  • January 24th 2024

Christophe Martel is a recognized thought leader and expert in the field of employee and customer experience. 

With a keen focus on understanding and mitigating the impact of "work friction," Christophe has dedicated his career to helping organizations enhance their operations and create environments that foster employee satisfaction and engagement.

As the co-founder of Fount, a platform designed to uncover and address work friction, Christophe leverages his deep knowledge and expertise to provide data-driven insights into the complex relationships between employees, processes, and technology.

With a commitment to bridging the gap between leadership perceptions and employee experiences, Christophe engages with organizations to bring clarity and tangible solutions to the forefront. 

Christophe is a sought-after speaker, sharing his expertise on work friction, employee engagement, and customer experience at conferences and industry events. 

He invites leaders to recognize the complexity of the employee experience, encouraging a shift in mindset from merely training and motivating employees to actively improving the work environment.

Key Takeaways

1. Work Friction is a Critical Issue: Christophe Martel highlights the pervasive issue of work friction, emphasizing its significant impact on both employee and customer experiences. He describes work friction as the invisible headwind that employees often face, leading to frustration, disengagement, and, ultimately, negative consequences for customer interactions. 

2. Employee Experience is a Shared Responsibility: Martel argues that work friction spans across various departments, including operations, finance, and leadership. All levels of the organization, from senior leaders to individual team members, play a role in creating an environment that minimizes work friction and promotes employee satisfaction.

3. Data-Driven Approach to Work Friction:The importance of adopting a data-driven approach to identify and address work friction effectively. This approach allows organizations to prioritize efforts, focus on the most impactful areas, and collaboratively work towards resolving issues to improve both employee and customer experiences.

4. Leadership Awareness and Collaboration are Key: Christophe underscores the critical need for leaders to be aware of the work friction their employees face and to bridge the gap between leadership perceptions and employee experiences.


[00:17:33] Christophe Martel explains the concept of work friction and its varying impact on different generations. 

[00:18:10] Discussing the challenges faced by employees when companies fail to provide the necessary tools for their job.

[00:20:52] Exploring the consequences of work friction on customer experience.

[00:27:05] How Fount's platform collects data to prioritize moments and touchpoints that cause the most friction for employees.

[00:32:34] Delving into the challenges faced by senior leaders in understanding and addressing work friction.

[00:37:41] an exercise for organizations to uncover the disparity between leaders' perceptions and employees' experiences regarding work friction. 


1. "Encourage employee feedback as there's no survey fatigue when improvements are visible."

2. "Collaboratively address touchpoints causing breakdowns in the employee experience."

3. "Shift leadership focus from fixing employees to enhancing the work environment."

4. "Assess the disparity between leaders' beliefs and employees' experiences for effective problem resolution."

Connect with Christophe

LinkedIn - 

Website -

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