With an Experience Operating System, You Can Treat Customers As Individuals

We’ve been talking for more than two decades about the “experience economy,” in which the companies that provide the best customer experience (not just the best products and services)  generate the most value for their customers and shareholders. Experiences become the currency that great companies give to their customers and employees.  Companies have spent billions of dollars trying to improve experiences […]

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It’s Not About AI – It’s About the Data

For most of us, 2020 has ushered in unwelcome chaos and uncertainty. Who would have guessed in early March that within days, personal decisions that were once mundane – like where, when and how to get groceries – would spur paralyzing anxiety. What was missing – and still is – is information and, in particular, […]

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Raising Isaac

On a cold and cloudy January day in Portland, Oregon, I gave birth at home to my first child, a boy. He was perfect, and perfectly healthy, with all fingers and all toes, just as we had wished. We named him Isaac, which means, “he laughs.” And so did the universe. By six months, it […]

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Getting Serious about High U.S. Drug Prices

The U.S. pharma industry is under attack by executive order, with the latest salvo designed to ensure the Medicare Part B program pays the same price for drugs as similarly developed nations pay. That order joins others issued this summer, all aimed at high U.S. drug prices. These orders – all variants of previous orders and […]

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E-commerce’s New Normal: Designing for an Uncertain Future (First of a Multipart Series)

The COVID-19 pandemic has thrust our lives into uncertainty. The unemployment rate remains high, people struggle to plan their days and their lives due to unclear and ever-changing guidelines for returning to work and school, and consumers worry about both their finances and the health and well-being of their families and communities. COVID-19 has resulted […]

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When Employees Return, the Workplace Needs to Be Smarter

Even with many employees continuing to work remotely, as many as 80% of workers are expected to return to the workplace in the next few months. This represents a massive challenge for organizations that need to adhere to social distancing and worker hygiene requirements. Some of the key challenges will be to ensure a contactless […]

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Racial Gaslighting in the Workplace: It’s Real

There’s a reason racial gaslighting is so widely talked about: It’s everywhere, especially the workplace. Gaslighting is a covert form of undermining others so that they doubt what they experience, see or feel. Racial gaslighting spurs self-doubt about racist experiences. It often subtly shifts the dialog from the topic at hand to the speaker and […]

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