It has been a busy year for us and we have been working with clients from all over the country. Here are a few examples of what we have been up to. Also, read our latest musings and insights.
Insights Pandemic edition post: Three Things I learned from my amazing friend AWK.Preamble: I met Awk (known as Alan Wagner-Krankel) at USAA when we worked on a project together. He was the... | Insights | 896 |
Insights 3 Things the Pandemic Has Taught Us About PeopleCommitted CX practitioners design for people as they are, not as we wish them to be. Yes, it would be... | Insights | 898 |
Insights Pandemic edition post: Three things I learned from jazz.This post also commemorates Ellis Marsalis Jr., legendary New Orleans musician, who died yesterday from complications from COVID-19. Preamble: I... | Insights | 893 |
Insights Three things I learned from cooking at home (pandemic edition post)“I was 32 when I started cooking; up until then, I just ate.” — Julia Child What do people do,... | Insights | 890 |
Insights What can we learn from the scientific and medical communities right now (pandemic edition post)While many of us sit at home looking for things to do (in addition to writing more, I started doing... | Insights | 887 |
Insights Innovation in the Time of the PandemicOne of the common perceptions about innovation is that it's only reserved for scientists. Or some super-creative people and that... | Insights | 882 |
Insights Dangers of Cognitive EntrenchmentCognitive entrenchment is the act of experienced groups becoming rigid under pressure and regressing to what they know best. Most... | Insights | 878 |
Insights The Empathy Gap in Financial Service InstitutionsPeople who work in financial services are generally highly financially literate. Managing money, sticking to a budget, and understanding the... | Insights | 875 |
Insights You Hired a Chief Experience Officer. NOW, WHAT? (Part 2)Our previous post on hiring a new CXO sparked some good comments and I decided to write a sequel. Where... | Insights | 863 |
Insights You Hired a Chief Experience Officer. NOW, WHAT? (Part 1)Many companies contact us for help in setting up customer experience teams. The circumstances in most cases are eerily similar:... | Insights | 859 |
Insights How Much Does the Employee Experience Matter? A Lot.Most companies recognize the importance of the customer experience. However, they forget a critical ingredient: the employee experience. The customer... | Insights | 840 |
Insights Buc-ee’s: the Texas way to delight customersThe best experiences start with a deep understanding of what customers want and need. Buc-ee’s, a Texas-based chain of supersized... | Insights | 837 |
Training Training in 2018We offer workshop and training to companies and individuals that aim to help foster innovation and centered around design thinking.... | Training | 653 |
Teaching What We Taught in 20182018 was a busy year for us! Here are a few of our favorite examples of what we taught in... | Teaching | 649 |
Speaking Topics We Spoke On In 2018The Human Factor At a recent Board presentation for a regional bank, we explored the importance of qualitative insights in... | Speaking | 644 |
Projects Projects of 2018It has been a busy year for us and we have been working with clients from all over the country.... | Projects | 639 |
Insights How to Train for Creative ThinkingYour business must innovate and change to survive. Leaders rightly look to innovation and creativity as key sources of differentiation... | Insights | 481 |
Insights The One Thing Mature CX Organizations LackMature CX organizations have mastered the art of listening to their customers. They have adopted routines that enable employees at... | Insights | 477 |