Malleable software: Restoring user agency in a world of locked-down apps (2025)

The article argues that rigid, one-size-fits-all software is eroding user agency and reducing productivity, especially in knowledge work where teams and professionals need to adapt tools to fit evolving processes. For CIOs and IT leaders, the strategic implication is that future competitiveness will increasingly depend on enabling configurable, user-owned, and department-specific software experiences rather than forcing standardized workflows that can drive burnout, workarounds, and lost efficiency.