Don’t think design thinking matters? Neither did the Oscars.

Last night two of Hollywood’s aging darlings were set to announce best picture.  I am sure you know, it didn’t go well.  Besides Steve Harvey being replaced as the most visible announcement gaff, there is a silver lining for those of us who live in the digital and design world. A real world example of how a lack of design thinking can affect operations. As you can see in the picture above, the information design on the card isn’t exactly straight forward. If they simply followed a typical newspaper structure, Warren mightn’t have been confused and could have articulated the […]

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Ignoring time management screws others- but mostly your reputation

I am writing this while I am waiting for a meeting to start where the organizer isn’t present. Let’s see how far I get. Communication is at the center of business. Emails, SMS, snaps, IM’s on any one of 10 different platforms, social media – they all tell other people things we are thinking. The plans we are making. Actions that are required. We send emails to gain permission, get intelligence from colleagues we respect or depend on, even deliver artifacts. We often use email to alleviate a meeting. Why waste 15 minutes of time and days waiting for the […]

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If you aren’t paying for something, you’re the product. Or your data is.

On September 3rd Michael Jordan walked to the center of the field at the onset of the University of Michigan’s first football game of the 2016 season. The eye-pleasing, ceremonial activities of (arguably) the world’s best basketball player overshadowed any discussion around the details of the contract which led to his honorary captain’s position.  The team donned the Jumpman logo on its uniform as part of the $170MM deal between University of Michigan and Nike. Nike sponsors a lot of collegiate teams and sports, as well as national and international teams. The news of yet another college and Nike partnership […]

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5,6,7 – Five reasons why I moved up from the 6 to the 6s and not the 7 – a road warrior fanboy disobeys

Above is the first time I have ever acknowledged I am an Apple fanboy.  People assign me the label, often to my face, often not. I’m fine with it. I try to explain I am a fanboy of quality and things working. I rarely get my point across. I run windows on my MacBook Pro, jailbroke my phones for years to make it work the way I wanted, and plenty of other examples of going against the grain of the Apple – but alas, I still receive, and perhaps appropriately, the label of Apple fanboy. So be it. Certainly not the worst thing […]

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Empathy is the new black

And by black I mean the color of the souls of everyone who are glued to their device (myself included).  In order to continue the evolution in our relationship with technology, organizations will need to deeply and holistically embrace empathy as the North Star for their business models, not just their marketing. It’s incredible to observe as society moves in two seemingly opposite directions, simultaneously: first is being alone with ones devices and gadgets. The second, is using those gadgets to ‘be together’ with other people – ironically, the people that one is avoiding by being on one’s device. As a […]

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The Employee Experience: the secret sauce to change, evolution & success in CX

Companies are ignoring a challenge that is much earlier in the value chain than identifying their customer experience.  The desire of senior leaders to mandate a cultural shift from product or service to experience has left a void which is the foundation of its success: Employee Experience. Brands are relentlessly interested in experience.  Digital, customer, virtual, physical to name a few.  Technology is now the blood line whether the appropriate training or configuration is happening or not.  Naturally then, digital tools and applications become the interface for employee and customer alike.  Marketing technology is promising a future that is just […]

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The Modern Consumer Creed – repeat after me

I am not sure why this hit me the other day.  I was riding through LA on the hog and came across uniformed Marines, holding their rifles.  I was reminded of Full Metal Jacket (?) where the Marine creed was made popular.  In my head I replaced ‘rifle’ with ‘device’ and it was eerie what appeared.  I changed a few other words, but the gist is pretty clear. Marine Creed This is my rifle. There are many like it, but this one is mine. My rifle is my best friend. It is my life. I must master it as I […]

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22 tips & tricks after 222k miles in the air

I wrote a post a while back about some travel tips I had collected as a ‘moderate’ traveler. Now, I feel I have been promoted to ‘experienced’ verging on expert.  Thought I would share a full cycle of learnings.  Some may seem remedial, but regardless they come together as a full package. And for context, yes, the reason this all feels a little controlling is because it is.  I don’t like flying, and gaining control of the process reduces any anxiousness.  I am fine with with flying by the seat of my pants in many parts of my life, just […]

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Customer Experience (CX) is just Customer Service (duh)

I would have posted this on my other blog, SHAPING THE GAME, however it ended up becoming a bit colorful and not as prescriptive as STG editorial guidelines would like me to be. (So thanks ‘structure’ and ‘rules’ for ruining my good time). I get pretty excited about Customer Experience. I believe in it. The brands I am a customer of, they believe in it. I enjoy solving business problems through the lens of CX. I like teaching people about CX (though it is pretty straight forward). I like helping people understand how to define it, plan it, execute it, realize it and…. […]

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12 months in 288 seconds

A video.

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