StandardPublished
IACS-7, the Standard
Five costs, five numbers and one grid, with the governance and disclosure rules around them. Published in full in Volume IV.
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The library
Everything the Institute publishes, in one place: the Standard and the books, the white papers, the lessons, the tools and the records behind them. Search it, or choose a shelf.
The library index
Book, companion volumeOn Amazon
The Friction Economics Standard
IACS-7 Applied Across Twelve Industries, with Worked Books, Audit Files and Board Disclosures.
Book, Volume IOut in November 2026
The Value Engine
The IVDCS Blueprint for Linking Customer Experience to Enterprise Value.
Book, Volume IIOn Amazon
The New Customer Service Era
Thriving in the Singularity with the AXIOM CX Framework.
Book, Volume IIIOn Amazon
The Sentient Organization
A CX Strategic Playbook for the Future of Business.
White paper13 December 2026
One billing journey, five costs
How to price a customer journey with five costs every company already records, worked on a billing journey of 600,000 contacts a year.
White paper24 January 2027
Four customers, one grid
Four customers ranked by what they pay and by what they are worth, and the one identity that lets anyone audit the result by hand.
White paper7 March 2027
Five markets, five failure modes
One constructed account in each of five markets, from a European retail bank to an Egyptian payments fintech, run through the same arithmetic.
White paper18 April 2027
Four regional simulations
What a customer economics program needs in the EU and the UK, Saudi Arabia and the Gulf, Egypt, and the public sector: data, oversight and disclosure.
PreprintSuperseded
The Solvency Paradox, an earlier preprint
Tested only on simulated data and not peer reviewed. Its index and quadrants are not the constructs of the Standard, which does not rely on its results.
Video lessonFree
What one broken handoff costs
A short lesson built around one worked number, on the Institute's YouTube channel. The example is constructed.
Video lessonFree
The customer your dashboard never counts
A short lesson built around one worked number, on the Institute's YouTube channel. The example is constructed.
Video channel
Applied CX Science on YouTube
Every lesson in one place. More lessons are added each month.
Online courseFree on Udemy
Price Your Friction
22 short lessons with worksheets: a finance-ready number for repeat contacts, AI business cases, customers who leave quietly and cost to serve.
Newsletter
Friction Economics
One idea and one worked example per piece, with every statistic sourced. Published on Sundays on the Institute's LinkedIn page.
Free toolFree
The Friction Worksheet
Price one broken journey in about ten minutes, with every line shown. No sign-up, and your figures stay in your browser unless you send them.
DataPublic
Replication archive for The Friction Economics Standard
Replication files for the Standard, deposited on Zenodo with a permanent DOI.
Record
What exists today
What is public, what is in preparation and what has not been done yet, kept current.
Record
Corrections and updates
The dated record of every correction to the four Reference Editions.
Register
The credential register
Check any IACS credential number. No credential has been issued yet; the first certification cohort is planned for January 2027.
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White papers
Four papers, free by email
Released between December 2026 and April 2027. Each is six to eight pages, with every figure and assumption published. None is sold.
One billing journey, five costs
How to price a customer journey with five costs every company already records, worked on a billing journey of 600,000 contacts a year.
December 2026Four customers, one grid
Four customers ranked by what they pay and by what they are worth, and the one identity that lets anyone audit the result by hand.
January 2027Five markets, five failure modes
One constructed account in each of five markets, from a European retail bank to an Egyptian payments fintech, run through the same arithmetic.
March 2027Four regional simulations
What a customer economics program needs in the EU and the UK, Saudi Arabia and the Gulf, Egypt, and the public sector: data, oversight and disclosure.
April 2027Online course
Price Your Friction
An online course in 22 short lessons, with the worksheets: put a finance-ready number on repeat contacts, AI business cases, customers who leave quietly and cost to serve.
Free on Udemy
Free to join on Udemy. Each lesson takes one number from your own operation and shows how to price it.
Newsletter
The Friction Economics newsletter
Published on Sundays on the Institute's LinkedIn page: one idea and one worked example per piece, with every statistic sourced.