The Art of Embracing Imperfection For Real Progress

To accept imperfection is perhaps the most complicated of attitudes to adopt in business. It’s almost antithetical to everything senior business executives have been trained to do. In some regards, however, I would suggest it’s a core mindset for an … Continue reading

Creating An Excellent Omnichannel Customer Experience — Case Study #1 For The Banking Customer Journey

There is nothing more pertinent than having a first hand experience to bring to light just how hard it is to create an excellent customer experience. Put another way, it’s awfully easy to screw it up with so many channels and … Continue reading

Want To Make A Good Customer Experience? How The Customer Journey Goes Wrong!

If you are an online travel agency (OTA) and an airline you work with changes an upcoming flight, you are of course bound to alert your customers of the change. One would have to imagine that’s a regular occurrence at … Continue reading

The Craft of Storytelling – Practice Makes Perfect, But It Can Also Drive Your Closest Allies Nuts

What makes for a great storyteller? I have to believe it’s an alchemy between talent, content and practice. Like a musician doing repeated scales and arpeggios, it is true that for those who live in close proximity, the practice can also … Continue reading

Uber beautiful – is Uber creating value? I tend to believe so

Last night, my Uber driver, Mohammed (from Somalia), was an absolute delight. As much as one can argue about some of the less salacious tactics of Uber, the underlying principle of Uber creates an environment for truly different experiences. I … Continue reading

Words are so revealing: Time says it all!

WIth my long-time love of words, especially when it comes to translation, I thought about how the French translate the word “timing.” The word the French use is “delai” or “delay.” How ironic!  Certain words can have such a way … Continue reading

Influencers – Who and why are they?

This is an excellent brilliant 13-minute documentary called the INFLUENCERS, How trends and creativity become contagious, produced by R&I Creative and directed by Paul Rojanathara and Davis Johnson. This film is interesting because of the content and interviews that have a … Continue reading