TL;DR: TeamViewer’s Impact of Digital Friction report reveals that IT inefficiencies are costing UK businesses revenue whilst driving employee turnover. Nearly half (46%) of UK businesses report digital friction slowing work, with 55% experiencing critical project delays. Around 52% of workers are open to AI handling routine IT tasks like troubleshooting and password resets as a solution.

Digital friction—the cumulative frustration of everyday technology challenges—is emerging as a significant factor in both business performance and workforce retention, according to new research from TeamViewer. The study found that businesses in the UK (46%), US (50%), and India (65%) are most likely to report revenue losses due to IT inefficiencies, exceeding the global average of 42%.

The Turnover Connection

The human cost of technology friction extends beyond productivity metrics. In the UK specifically, nearly half (47%) of respondents say tech frustration contributes to employee turnover. One in three (31%) have witnessed colleagues leave as a result of poor technology offerings, whilst a similar proportion (27%) have considered leaving themselves due to IT challenges.

These figures suggest digital friction functions as more than operational inconvenience—it represents a measurable threat to workforce stability. Germany appears to have addressed these issues more effectively, reporting just 33% revenue loss from IT inefficiencies compared to significantly higher rates in the UK, US, and India.

AI as Intervention

TeamViewer Strategic Technology VP Andrew Hewitt argues that “reducing digital friction can have an enormous impact on both performance and morale.” The research indicates appetite for AI-based solutions, with 52% of workers already open to AI handling routine IT tasks including troubleshooting and password resets.

Hewitt suggests that “when organisations embrace AI-powered connectivity and smarter IT systems, they can remove barriers, give people back valuable time, and create a smoother, more rewarding work experience.” However, the report emphasises that technology alone won’t resolve the problem—companies must also provide better user training and onboarding to maintain worker engagement and sense of purpose.

Looking ahead, 30% of UK workers expect digital friction to increase over the next year, suggesting the problem may intensify without intervention. The combination of AI-powered IT support and improved training programmes could determine whether organisations can reverse this trajectory and retain talent in an increasingly competitive labour market.

Source: TechRadar Pro