Returning to Business-as-Usual
There are always valuable lessons to be learned from how we deal with any situation involving large numbers of people - particularly those events that …
Behaviour Observation
Opportunities in the Noise
The World Health Organisation has belatedly declared the current outbreak of novel coronavirus COVID-19 a pandemic. It can be argued they were slow to …
Contagion – The Truth of the Matter
The current outbreak of the Coronavirus has reached pandemic levels. Much of our anxiety borders on the irrational. Yet it is still sufficiently corros…
War in a World Designed by Men
Is the impulse to wage war an inherent part of human nature, or simply part of the cultural conditioning and gender bias we find in all aspects of a wo…
How to Fall in Love with the Problem as an Observer
The archetype of the Observer conjures up imagery of a smart, quiet, reserved employee seated in the corner of a room and speaking only when spoken t…
How Objectivity About New Technology Is Key To Delivering A Leading Customer Experience
The 2019 NICE inContact Customer Experience (CX) Transformation Benchmark found that a customer experience perception gap still persists. It goes on to…
Most Companies Don’t Get What It Means To Deliver A Great Customer Experience
In a recent conversation with Jeff Titterton, CMO of Zendesk about their Customer Experience Trends Report 2019, we talked about some of the challenges…
Gamifying your next moonshot
Sleepless nights and 80-hour weeks do not necessarily result in exciting adoption numbers. Your freshly launched innovation might need some extra help.…
