Customer Understanding

COVID-19: A Perfect Example of a VUCA Environment

In the late 90's I had the pleasure of working as a graduate fellow for the Army Research Institute (ARI) @ Ft. Leavenworth, KS. At the...

What Values Do You Value? (Please take the survey to find out)

How critical is it that we have shared values when it comes to work and life?

Journey Map Lessons: People Matter Most in the Backstage

For anyone who has spent time creating journey maps, you have hopefully grown to appreciate the yin and yang of the Frontstage and...

When it comes to understanding customers, look out for hindsight bias.

Hindsight bias, also known as the knew-it-all-along phenomenon happens when people report with a high degree of confidence, that they...