Agile in the Age of COVID-19

When I started with this thing called “Agile,” it didn’t exist. At a time when it was barely gaining popularity, I was asked to learn more about this “method” so I could come back and teach my internal team the basics of being Agile. I took a class, and the rest is history – a […]

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Four Ways to Enhance the Customer Experience Amid COVID-19

The COVID-19 pandemic has disrupted business across the globe. Retail stores, service centers and banks are closed or operating with new restrictions in place. Even as businesses begin a phased-in reopening, customers are relying on new channels to connect via voice, mobile, web, social and chat. Concurrently, organizations are finding it challenging to deliver the […]

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70 Days Later

Many of us have now been home for 10 weeks, due to the d-mn virus. I haven’t had this long a stretch without business travel for over 20 years. Here’s how I’m holding up, where I’m at and what we can learn from this almost surreal moment in time. If you can work at home, […]

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How the Workplace Will Change, Post-COVID

While the COVID-19 pandemic rages on, the streaming service Netflix has upended the U.S. oil giant ExxonMobil in terms of market valuation. Crude oil prices are bottoming out as people stay home and consume ever more content online. This trend signals a significant change underway: When the whole world has gone back to basics, the […]

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Beating the Next Pandemic with a Resilient New Healthcare Supply Chain

The U.S. healthcare supply chain has been caught off-guard by the impact of the novel coronavirus. Shortages have ranged from personal protective equipment (PPE) to pharmaceuticals to ICU beds in some cities. For instance, large healthcare supply distributors warned customers about historic back-order rates and low inventory. Several reportedly turned to allocation, or partial fulfillment, […]

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AI & Data: Our Best Hope for Infectious Disease Prevention, Treatment, Mitigation & Cures

Great challenges require great tools. And in a world where a virus such as SARS-CoV-2 has had a huge global impact in just a matter of months, its complexity and speed require new methods for finding solutions. Advanced forms of artificial intelligence (AI) are already playing a critical role in our pandemic-fighting efforts, and they’re […]

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How to Support Consumers During and After the Pandemic: Give them an Experience Stimulus

COVID-19 is still very much an evolving situation across the globe, with many uncertainties and “what-if” questions that have no answers. The only certainty is that consumer behaviors, attitudes and patterns are undergoing unprecedented change, triggered by anxiety, concern, dismay and doubt caused by both the pandemic itself and the onslaught of information, misinformation and […]

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How Affinity Groups Elevate Us: Lessons from Self-Isolation

There’s nothing like solitude to make us appreciate camaraderie. That’s why, especially during the self-isolation imposed by the pandemic, affinity groups are so important. In addition to shared experiences, they let us lean into missions that transcend the isolation of COVID-19. At a time when we need it most, they elevate us. As I joined […]

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Social Distancing Investments Made Now Will Continue Reaping Benefits Later

Even with social distancing restrictions easing in some parts of the world, much of the workforce will continue to work from home (WFH) for the foreseeable future. In some cases, employees may even continue to do so after the pandemic passes, drawn by flexible hours and the 10-yard commute. The problem is, traditional IT infrastructure […]

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