What do a cancelled flight and a company reorganisation have in common? Someone has changed the plan, nobody asked first, and the person delivering the news gets the blame.

I've watched that moment in more than 250 airports and 120 countries. I also spent 15 years inside the travel technology industry, including a decade as a senior director at Sabre, a company responsible for more than a billion travel bookings a year, where my job was persuading a global business to behave differently.

An airport shows you in an hour what an organisation takes three years to admit. People dont resist change. They resist inconvenience. That became Friction: lessons from a life in motion - a keynote on the six frictions that stop change happening, and what moves each one. Every audience leaves with the Change Friction Test, a free four-minute diagnostic that scores their own organisation. jessicamatthias.com/changefriction

I speak at conferences, leadership events, company kick-offs and all-hands, in person and online.