Christophe Martel, CEO and founder of FOUNT, dives into the concept of 'work friction' and its impact on both productivity and customer experience. He discusses how excessive documentation and meetings can be barriers to engagement. The conversation reveals the significance of simplifying processes and empowering employees in regulated industries like healthcare and banking. Martel emphasizes the connection between employee and customer experience, illustrating that reducing friction can lead to happier employees and customers alike.