Sara

An article I found today - Systems thinking, design thinking, and breakthrough thinking The strengths and weaknesses of the two dominant approaches that businesses apply to innovation—breakthrough thinking and design thinking—which often produce socially and environmentally dysfunctional outcomes in complex systems. ___... See more

Jeff Bezos famously banned PowerPoint at Amazon: he wanted written narratives instead, because they forced depth of thought and discouraged shallow bullet points. Now.… …. I'm sorry to be the messenger, but chances are you are NOT Jeff Bezos, and your meetings are not happening with the Amaz... See more

DCX Stat: 71% of consumers expect personalized interactions from businesses, and 76% get frustrated when those interactions don’t happen. Takeaway: In today’s world, personalization isn’t a luxury—it’s table stakes. Most customers see generic, one-size-fits-all service as a missed opportunity, and are noticeably less pa... See more

Try this question in your next employee 1:1: What’s been harder than it should be lately? This question can uncover broken or outdated processes, strained relationships, or an employee who’s feeling drained, underused, or overwhelmed.

In the last 5 years, I’ve taught a few thousand people more effective tools for delivering feedback. Here's 1 thing that's surprised me: How many people hate hearing, "Can I give you some feedback?" 🥴 To illustrate, check out data from a recent group of 75.___LI... See more

DCX Stat: 92% of organizations say that the support and services they receive from vendors have become more critical in the AI era. Takeaway: Customers are putting increasing weight on how vendors support them in the AI era—when support matters this much, the experience itself becomes a competitive edge. CX leaders need... See more