Empathy; it’s one of the first things you’re taught in school. You’re always told that it’s a “good” quality to have, but the reality is it’s the most basic quality you could have. Empathy is… Continue Reading
Experience. Positive experience. A positive experience creates value. A positive experience fosters loyalty. A positive experience is the difference between good and great. You need to create a positive experience for your stakeholders. But how?… Continue Reading
“Will I lose my job to a robot?” This is a question we are hearing more and more as automation continues becoming more prevalent in our lives. Imagine if we had to still speak to… 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
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
I started out as an analytics guy thinking that all of the important answers were in the numbers. The answers were waiting to be found but were concealed in the data and just needed to… Continue Reading
