UNDERSTANDING THE CUSTOMER EXPERIENCE: PART ONE

Part One: Perspectives of Empathy In this week’s blog, whether you’re a novice or experienced user of design thinking, I invite you to begin exploring how you can better understand the human experience and use design thinking to design and deliver great customer experiences, as well as apply it to solve the most complex of […]

CHANGE THE PROCESS, CHANGE THE CULTURE

As we unfold the new calendar year, I’d like to begin by focusing on how leaders and their organizations and teams can be more innovative in taking on the challenges that lie ahead.    Design guru Thomas Lockwood and I dedicated a great deal of the last two years to researching and defining the makeup […]