Sometimes the best CX isn’t adding another feature, service, or touchpoint.
It’s recognizing the steps your customer has learned to tolerate… and having the discipline to remove them.
Mixtape
What we’re into right now.From HBR: Good meetings have goals, roles, and soul
A great refresher on how to make meetings as effective as possible
From Wharton: Is AI Killing User Experience?
Good UX begins before the wireframe. It begins with curiosity: Who is this person? What are they trying to do? What is getting in their way?
Whiteboards. Paper notebooks. Post-its. Even FigJam boards.
Places where *we* decide what to emphasize, how to synthesize. Where we make physical marks with original intent. This still needs to be part of our process.
Clinical Clarity at the Speed of AI: Beyond the MedInfo Portal
MedInfo teams are at an inflection point, needing to redefine how they operate to keep pace with the changing expectations of clinicians
One person’s breakthrough should become everyone’s baseline
Successful AI adoption will come down to how well organizations turn individual learning into shared capability
If your designers and engineers are spending more time reconciling inconsistencies than shipping features, you're not alone.
What Is a Think Session?
Successful initiatives start with alignment. Alignment on the problem. Alignment on priorities. Alignment on what success looks like. Without alignment, even well-funded initiatives fail. A Think Session can help your team move forward with confidence.
Why Most Software Modernization Strategies Fail
The failure doesn’t look like a failure at first.
When Leadership Listens: A Researcher's Take on AI Adoption
The last mile is the human mile. Own it.
The final synthesis – the “last mile” where all of the inputs have to come together into a judgment call – that still belongs to you.
Who says meetings can't be fun??
I’m so tired of the “meetings suck” thing. Bad meetings suck. Good meetings are vital! To me, good meetings...