Not too long ago, I had the opportunity to be part of the University of Toronto’s Rotman Business Design eXchange (BDX) Initiative. It was a great event with speakers from several companies all sharing ideas… Continue Reading
Over the last decade, many companies have acquired or built in-house customer experience design teams. The mandate of these new teams often includes bringing user-centered design skills and approaches to the development of digital and… Continue Reading
Before applying technology to your customer experience, do some research to explore your options. Chick-fil-A had a problem of success. In the US, the revenue per restaurant was approximately 3-4 times that of a comparable… Continue Reading
Human beings are inherently irrational, but predictably so. That’s the core principle behind the field of study known as behavioural economics (BE). In contrast to more traditional economic theories that are firmly rooted in rationality,… Continue Reading
In the last decade, in Canada and the United States, there has been uncertainty and rapid change in the operating environment for Cannabis products. We can look back at that time and apply the following… Continue Reading
Though executives tend to think—and want to believe—they’re hiring and promoting fairly, bias still creeps into their decisions. They may use ambiguous criteria that amplify unconscious biases such as conformity and personal similarity bias which… Continue Reading
With customer shifts to digital delivery channels, companies are putting more emphasis on creating better digital experiences. Most companies spend too much time fixing the bad parts of an experience and would be better off… Continue Reading
A recent article in Harvard Business Review (HBR), suggests that hiring employees who share similar values is especially beneficial for retention - contributing to a stable and committed workforce - but is less important to… Continue Reading
Lockdown and social distancing measures to contain the spread of COVID-19 have resulted in a severe economic downturn world over. In the midst of uncertainty and the fear of the unknown, businesses are grappling… Continue Reading
The current environment with COVID-19 has many human resources teams wondering how best to support employee needs. Only our employees know how this is impacting them. Uncertain, ambiguous situations like this pandemic, are the right… Continue Reading
