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.
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...
3 Things the Pandemic Has Taught Us About People
Committed CX practitioners design for people as they are, not as we wish them to be. Yes, it would be...
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...
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,...
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...
Innovation in the Time of the Pandemic
One of the common perceptions about innovation is that it's only reserved for scientists. Or some super-creative people and that...
Dangers of Cognitive Entrenchment
Cognitive entrenchment is the act of experienced groups becoming rigid under pressure and regressing to what they know best. Most...
The Empathy Gap in Financial Service Institutions
People who work in financial services are generally highly financially literate. Managing money, sticking to a budget, and understanding the...
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...
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:...
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...
Buc-ee’s: the Texas way to delight customers
The best experiences start with a deep understanding of what customers want and need. Buc-ee’s, a Texas-based chain of supersized...
Training in 2018
We offer workshop and training to companies and individuals that aim to help foster innovation and centered around design thinking....
What We Taught in 2018
2018 was a busy year for us! Here are a few of our favorite examples of what we taught in...
Topics We Spoke On In 2018
The Human Factor At a recent Board presentation for a regional bank, we explored the importance of qualitative insights in...
Projects of 2018
It has been a busy year for us and we have been working with clients from all over the country....
How to Train for Creative Thinking
Your business must innovate and change to survive. Leaders rightly look to innovation and creativity as key sources of differentiation...
The One Thing Mature CX Organizations Lack
Mature CX organizations have mastered the art of listening to their customers. They have adopted routines that enable employees at...